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Customer Experience
Customer Success Lead
Remote or New York, NY, USA  |  Full Time

We are looking for a customer success lead to work within the Tastemakers community and make sure our travelers have the best experience possible. The goal is to support Tastemakers travelers in every step of their journey as they discover, explore, book and travel with us. You will work within and for our amazing community of black millennials and culture curious travelers around the world. You’ll be part salesperson, part tech support, and part culture-vulture. Using chat, email, and phone calls: you’ll get travelers more excited, more prepared, and more organized for their trip.

Your day-to-day switches between creating high-level systems to support our community in all parts of the journey and one-on-one chats and phone calls to make sure each and every traveler has the experience of a lifetime. You love nothing more than meeting new people and you are resourceful inside of a tech-enabled workplace.

Responsibilities

The Tastemakers Customer Success Lead is expected to be resourceful, empathetic, organized, and tech-savvy. We are building a marketplace with many different user types, many different user products, and the goal of connecting travelers, creatives, artists, and entrepreneurs in the real world. You will spend time teaching travelers who we are, about the destinations we operate in, and how to successfully travel with us. Your day-to-day will vary, but you can expect to spend your time as follows: 60% on one-on-one communication (online chat, phone calls, video meetings, webinars), 30% on system building and improvements, and 10% on implementing new initiatives. You’ll be responsible for:

  • Owning and building out our customer support technologies, including:
    • Intercom
    • ZohoDesk
    • Facebook Chat
    • Email
  • Providing consistent, upbeat, and helpful responses to customers throughout the day on any medium
  • Ideating, implementing, and improving our current customer support solutions to better support Tastemakers’ customers
  • Tracking how our customer support stack improves business outcomes - and iterating on the stack to further those outcomes

 

Requirements

  • 2+ years of experience in a consumer-facing support role (in a retail, online support, or service role)
  • 1+ year of experience in an online-specific support role
  • Experience using online customer support ticketing system (FreshDesk, ZenDesk, Zoho Desk, LiveSupport, SalesForce, Team Support, etc.)
  • Traveler-centric prioritization and team-centric collaboration

Nice-to-Have

  • Experience building online chat-bots
  • Experience working with travel and/or startup environments
  • Experience working for a diverse audience of consumers

We Offer

  • Travel, cultural curiosity, and meeting new people as core to our culture
  • Work on a suite of products that will change the travel industry for the better
  • Small-team collaboration, mentorship, and pair programming
  • One fully-covered large design conference, retreat, or workshop series per year
  • An annual team conference in Africa
  • Ongoing internal team workshops and local design conference access
  • Monthly happy hours with our HQ team in New York
  • Health Insurance
  • Monthly MTA benefits (for New York-based applicants)
  • Tastemakers experience credits, to be used by you or gifted away

Curious?

Think you have the skills and passion for the job? Are you excited to work for a global team changing the narrative on travel? Then please introduce yourself and send a resume to careers@tastemakersafrica.com