Customer Success Specialist

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

📋 Description

• Take charge of the customer experience throughout the complete post-booking journey.

• Arrange intricate travel logistics related to charters, including transfers, transportation, and additional services.

• Recognize client requirements and proactively propose solutions.

• Address unforeseen challenges independently and develop practical solutions.

• Organize supplementary services and thoughtful gestures 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 a balance between customer satisfaction and company interests.

• Work alongside Sales, Finance, and other internal teams.

• Identify recurring customer challenges and recommend improvements 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.

• Experience in organizing multi-step customer journeys instead of merely adhering to a standard support protocol.

• Strong sense of ownership and proactive approach.

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

• Ability to remain composed and devise solutions when plans shift or unexpected situations occur.

• Strong organizational and coordination capabilities with a keen eye for detail.

• Excellent communication and relationship-building skills.

• Customer-centric mindset with an understanding of exceptional customer experiences.

• Proficiency in both written and spoken English and Russian.

• Experience in yachting, boating, TravelTech, premium travel, or luxury hospitality is a significant advantage.

🏝️ Benefits

• Fully remote work within an international team.

• High degree of autonomy and ownership.

• Opportunity to engage with clients and partners across global markets.

• Possibility for career advancement within the Customer Success function based on performance, initiative, and demonstrated impact.