Customer Success Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the customer experience throughout the entire post-booking process.

• Arrange intricate travel logistics related to the charter, including transfers, supplementary transportation, and other services.

• Comprehend the specific needs of individual clients and proactively offer tailored solutions.

• Address unexpected challenges swiftly and independently.

• Organize supplementary services and provide thoughtful touches for clients.

• Maintain communication with clients via phone, email, and messaging platforms.

• Collaborate with charter companies, yacht owners, suppliers, and other stakeholders.

• Manage escalations and resolve issues while ensuring customer satisfaction and safeguarding company interests.

• Work closely with Sales, Finance, and other internal departments.

• Identify recurring customer challenges and propose enhancements to processes and service standards.

⛳️ Requirements

• Background in travel, hospitality, events, concierge services, tourism, logistics, or another customer-facing sector that involves complex service delivery.

• Proven experience in organizing multi-faceted customer experiences rather than merely adhering to a standard support protocol.

• Strong sense of ownership and proactive attitude.

• Exceptional problem-solving abilities and the capacity to make logical decisions independently.

• Capability to remain calm and devise solutions when plans change or unforeseen situations occur.

• Excellent organizational and coordination skills with a keen attention to detail.

• Outstanding communication and relationship-building abilities.

• Customer-focused mindset with a deep understanding of what constitutes an exceptional customer experience.

• Proficient in both written and spoken English and Russian.

• Experience in yachting, boating, TravelTech, premium travel, or luxury hospitality is highly advantageous.

🏝️ Benefits

• Fully remote work within an international team.

• High degree of autonomy and ownership.

• Opportunity to engage with clients and partners in various international markets.

• Potential for career growth within the Customer Success department based on performance, initiative, and demonstrated impact.