Customer Service Representative - US

Description

WHO WE ARE:

We are disrupting the traditional $80 billion ski travel industry with the world's first self-service platform for booking an entire ski trip in just a few clicks. Our unique dynamic package technology empowers customers to plan, compare, book, and fully customize their ski holiday by providing real-time prices and availability for millions of ski trip combinations.

Our technology connects in real-time to thousands of supplier APIs to provide customers with a one-stop-shop solution to book everything they need for their ski holiday, including flights, airport transfers, accommodations, ski lift passes, ski gear rental, lessons, and more.

We partner with over 100 ski resorts (and counting) across 10 countries and have already sold over 70,000 ski holiday packages to skiers worldwide. We are profitable, and growing big!

We are looking for a Senior Product Manager who will work closely with WeSki’s R&D Team and will manage the product life cycle from exploration to execution. Collaborate closely with the platform-dev team to deliver technical solutions and creative features.

ABOUT THE ROLE:

• Take ownership of client's onboarding, professional services, and consulting to ensure a unique customer experience.
• Serve as the main point of contact for our customers throughout their journey at WeSki;
• Pre-booking advice on where and how to book a ski trip.
• Post-booking support according to customers’ needs.
• Support during the trip to give a great customer experience.
• Represent the voice of the customer and influence product development roadmap.
• Liaise between WeSki customers and WeSki suppliers for requests, complaints, and updates
• Requires the ability to work independently while receiving support from a broader team.
• This is a full-time remote position with a rotating shift work schedule, including weekends and evenings.
• This position is for a contract of up to 8 months, with an option for renewal.

Requirements

• Native English speaker - must
• 3+ years of experience in customer service - must
• 2+ Experience in Travel Tech B2C - must
• Experience working with support and CRM systems, preferably the following platforms: Hubspot, Front, Zendesk and Intercom - advantage.
• Preferably In-Resort team experience - advantage
• Excellent written and verbal communication skills.
• Strong technical skills and self-learning ability to understand multi-platform systems.
• Ski experience - advantage.