Success Service Team Lead

This is a remote position.

• Contact Guides to welcome them to the platform and identify training opportunities.
  
• Train Guides on maximizing the company’s services and technology.
  
• Assist Guides with all booking-related concerns and manage their first booking experience.
  
• Coordinate with customers/guests pre- and post-trip to ensure a seamless experience.
  
• Escalate Guide concerns or queries that are beyond your scope to the appropriate teams.
  
• Manage, track, and report on inbound and outbound communications.
  
• Attend and actively participate in group/company meetings and learning sessions.
  
• Collaborate with the Success Ops, Sales, and Leadership teams to achieve shared goals.
  
• Lead or contribute to process improvement initiatives through suggestions, analytics, and feedback.
  
• Coach team members on identified performance opportunities.
  
• Prepare and present weekly, monthly, and quarterly performance reports with actionable insights.
  
• Train future team members on processes and best practices.
  
• Perform any additional related tasks as assigned by the General Manager or Executive team.
  
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• Experience in Customer Success or Account Management: Proven track record of supporting clients or customers, preferably in a SaaS or platform-based environment.
  
• Strong Communication Skills: Excellent verbal and written communication skills to train effectively and assist Guides and coordinate with customers.
  
• Problem-Solving Abilities: Ability to resolve booking-related concerns and escalate issues appropriately.
  
• Training and Coaching Skills: Experience in training individuals or teams and providing constructive feedback.
  
• Analytical Mindset: Comfortable analyzing data, creating reports, and developing action plans to improve performance.
  
• Collaboration Skills: Ability to work effectively with cross-functional teams, including Success Ops, Sales, and Leadership.
  
• Tech-Savvy: Familiarity with CRM tools, booking platforms, or similar technologies.
  
• Organizational Skills: Strong ability to manage multiple tasks, prioritize effectively, and meet deadlines.
  
• Adaptability: Willingness to take on additional tasks and adapt to changing business needs.
  
• Proactive Attitude: Self-motivated and eager to contribute to process improvements and team success.