Customer Success Expert

**About RVezy** RVezy is an innovative travel experience company that brings aspiring vacationers and RV owners together. Founded in 2016, we provide a platform for RV rentals available across most of Canada and the United States. RVezy serves thousands of hosts and guests across North America, and you will be helping ensure they have a safe, secure, and enjoyable experience throughout each RV rental. We have a tight-knit team that has meaningful relationships with one another. To see how we started, check out our pitch on Dragon’s Den. Since then, we have grown exponentially, and our three-year revenue increased 286%, as mentioned in the Globe and Mail’s: Canada's Top Growing Companies 2023. Check out our reviews on Glassdoor and Indeed. We were also named one of Ottawa’s Best Places to Work If you want a sneak peek at what it’s like to work here, check out our Life at RVezy Instagram **About the role** We’re looking for someone passionate about helping customers succeed to join our dynamic team in Ottawa. In this role, you’ll build meaningful relationships with our RV hosts, acting as their primary point of contact. You’ll help hosts succeed on our platform by providing top-notch support, identifying opportunities to grow their business, and ensuring they have the tools and resources needed to thrive. If you’re a self-starter with excellent communication skills and a knack for relationship-building, we’d love to hear from you **Key responsibilities** - Build Relationships: Manage a portfolio of hosts, providing guidance and support to help them achieve success. - Host Onboarding: Assist new hosts in creating standout listings with competitive pricing, quality photos, and compelling descriptions. - Support, Educate, & Optimize: Offer ongoing support to hosts, addressing questions, resolving issues, and providing insights to improve their performance. - Drive Growth: Proactively identify opportunities for hosts to grow their bookings and achieve their goals. - Analyze Performance: Track host success metrics, provide actionable feedback, and suggest strategies to increase engagement. - Collaborate: Work with internal teams (marketing, product, and customer success) to address host needs and enhance the platform experience. - Foster Retention: Implement strategies to ensure long-term host satisfaction and repeat bookings. - Expand Partnerships: Identify and develop affiliate relationships with industry partners to boost host growth and engagement. - Attend RV Shows: Represent RVezy at RV shows and industry events across Canada and the U.S. to connect with potential and current hosts, share platform insights, and grow the host community. **Qualifications**: Competencies, skills, and attributes: - Relationship Building: You excel at establishing trust and fostering strong connections with clients or partners. - Problem Solving: You can address challenges with creativity and efficiency, always aiming for the best outcome. - Detail-Oriented: You stay organized and maintain accurate records in CRM systems. - Communication: You have excellent verbal and written communication skills, ensuring clarity and professionalism in every interaction. - Bilingualism: You are a confident communicator in both English and French. - A Go-Getter: You’re proactive, resourceful, and driven to exceed expectations. - Flexibility: You’re flexible and open to travel for RV shows and events, including occasional evenings and weekends. Bonus points if you: - Have previous experience in account management, customer success, or sales. - Have proficiency in CRM tools (such as HubSpot and Zendesk) and familiarity with analyzing performance metrics. - Are passionate about travel and the RV lifestyle **Location** The role will require you to work from our office in Centretown as the default however we do offer flexibility to work from home as needed. **RVezy perks** - RVezy stock options (we believe every colleague should be an owner). - Fifteen paid vacation days with extra time off over the winter holidays. - Health and dental benefits from day one. - One paid weeklong RV rental trip every year. - Opportunities to attend festivals, concerts, and RV shows across Canada and the U.S. - Employee recognition platform to reward employees’ hard work. - Frequent social events and a steady supply of coffee and snacks in the office. - Dog-friendly work environment in the Ottawa office. - Flexible work hours and a relaxed dress code. - Company laptop and equipment provided. - Paid sick days. **How to apply** - Click “Rent an RV” and search Yellowknife. Using the filters at the top of the page, select “Drivable” as the RV type and find the RV with the title RVezy Elite. - When you're on the listing, scroll toward the bottom and find "Ask a Question." - In the message to the owner, introduce yourself and tell us about a time you went camping (or share another outdoor or travel experience) and tell us why you would be a great fit for the