Customer Success Manager

1 week ago

Calgary, Alberta, Canada ReserveX Full time
Customer Success Manager (Travel Tech)

Location: Calgary, Canada


Hi, Bonjour, Ola

Welcome and thank you for your interest in joining our team at ReserveX, a travel tech startup on a mission to enable amazing travel experiences through innovative technology. We are a small, growing, and mighty team that has already made significant strides in building partnerships with industry giants. We are now looking for a talented individual to contribute to our growing culture and share our passion for travel, adventure, and technology.

We are based in Calgary, but our team is international. As a Customer Success Manager, you will play a crucial role in developing strategies to improve customer satisfaction, manage team performance, and implement best practices in a rapidly evolving technology environment.

Why should you work at ReserveX?


Travel + Technology = fun. We are at the cross section of innovation and adventure, and it's a blast. Our team is passionate about giving back to the communities we work with and the ones we travel to.


We put our people first. Balance, autonomy, and empowerment are key to our culture. We believe in providing a work environment that allows our team members to grow and thrive.

Ready for lift-off. We are embarking on an exciting journey, and we need talented individuals like you to join us.

Our Values & Guiding Principles

Our Values & Guiding Principles are the foundation of our decision-making process and purpose. They are more than just words - they are the core of who we are as a company.

Be Open and Honest - open and honest communication and acting with integrity is key - both within our team and with our partners.

Deliver Great Experiences - success starts with satisfied customers and partners. We are delivering great travel experiences, one booking at a time.

Ikagai (our reason for being) - the core of our Ikagai is found at the junction of our love of travel, our mission to enable these experiences for others, and our passion for technology. We do what we love and what we feel the world needs.


Be Bold and Adventurous - we are relentlessly innovative, curious, and love adventure - in our technical innovation, our pursuit of giving back, and our own travels.

The Role:

As a Customer Success Manager, you will be responsible for ensuring exceptional support for our customers, and continuously enhancing the customer service experience. You will play a crucial role in developing strategies to improve customer satisfaction, manage team performance, and implement best practices in a rapidly evolving technology environment.

You will be responsible for providing exceptional customer service and technical support to travelers and travel agents who utilize our travel technology. You will assist customers in navigating our websites, troubleshooting first-level technical challenges, and providing guidance on various travel-related inquiries.

The ideal candidate will have a passion for travel, strong communication skills, and proficiency in utilizing technology to deliver excellent customer service.

Key Responsibilities:
  • Customer Support:
    • Oversee day-to-day operations of the customer service department.
    • Ensure timely and effective resolution of customer inquiries and issues.
    • Handle escalated customer concerns and complaints with professionalism and empathy.
    • Monitor customer interactions to ensure adherence to company standards and policies.
  • Process Improvement:
    • Identify areas for process improvement and implement changes to enhance efficiency and customer satisfaction.
    • Develop and maintain customer service procedures, policies, and standards.
    • Utilize customer feedback to drive continuous improvement initiatives.
  • Performance Management:
    • Track and analyze key performance metrics to assess service performance and identify areas for improvement.
    • Prepare and present regular reports on customer service performance to senior management.
    • Implement performance improvement plans when necessary.
  • Technology Integration:
    • Work closely with the IT and product development teams to integrate customer service tools and technologies.
    • Stay up-to-date with the latest trends and advancements in travel technology.
    • Ensure the customer service team is well-equipped with the necessary technology to perform their duties effectively.
  • Customer Experience:
    • Advocate for the customer within the organization, ensuring their needs and concerns are prioritized.
    • Develop and execute strategies to enhance the overall customer experience.
    • Collaborate with marketing and sales teams to align customer service efforts with business objectives.


Provide Customer Support: Offer prompt, courteous, and efficient customer support via various channels.


Booking Assistance: Guide customers through the booking process, including flight reservations, hotel accommodations, car rentals, and other travel-related services offered through our platforms.


Resolve Complaints: Address customer complaints and concerns effectively, aiming for first-contact resolution whenever possible, and escalate complex issues to higher levels of support as needed.


Product Knowledge: Maintain a thorough understanding of our travel technology platforms, new features, and updates to provide accurate information and support to customers.


Customer Education: Educate customers on how to use various features of our travel technology platforms effectively, offering tips and recommendations to enhance their user experience.

Qualifications:
  • Prior experience in working as a customer service representative in booking multi-day tours is required
  • Experience in preparing customized F.I.T. Itineraries
  • Processing payments with tour operators and collecting travel voucher documents
  • Proven experience in customer success, service or technical support roles, preferably in the travel industry.
  • Proven track record of leading and developing high-performing teams.
  • Familiarity with CRM systems, data analysis, and customer support tools.
  • Excellent communication skills, both written and verbal, with the ability to convey technical information in a clear and understandable manner.
  • Strong problem-solving skills and the ability to think analytically to troubleshoot technical issues.
  • Proficiency in using computers, internet browsers, and various software applications.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously while maintaining attention to detail.
  • Flexibility to work non-traditional hours, including evenings, weekends, and holidays, based on business needs.
  • Familiarity with travel technology platforms and/or booking platforms is a bonus.
  • Multilingual proficiency, especially in languages commonly used in travel destinations is a bonus.
The Benefits:

Joining ReserveX provides you with a unique opportunity to make a meaningful impact and be part of an exciting journey towards building a world-class company.

  • Competitive salary
  • Opportunity to work in a collaborative and innovative environment
  • Ongoing learning and professional development
  • Company-sponsored travel perks
  • Stock options for the right candidate
  • An opportunity to grow your career with an exciting travel tech start-up

We are a company that is shaping the future of travel technology. If you are passionate about customer service, technology, and the travel industry, we want to hear from you.

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