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Customer Success Lead

SquadTrip

SquadTrip

Customer Service, Quality Assurance · Full-time
Tulsa, OK, USA
55,000 – 70,000 USD per year
Posted on Wednesday, August 2, 2023

Are you a passionate advocate for delivering exceptional customer experiences?Do you consider yourself a tech start up afficionado? Do you enjoy resolving challenges and providing support to ensure customer satisfaction? If so, we have an exciting opportunity for you! As the Customer Experience Lead at Squadtrip, you'll play a pivotal role in understanding and addressing customer needs, building lasting relationships, and enhancing overall customer satisfaction. Bring your talent for empathetic communication, problem-solving, and relationship-building, and join us as we revolutionize group travel experiences!

Who We Are:

At Squadtrip, we believe that shared travel experiences are the most memorable. Our platform simplifies group travel adventures by streamlining planning, communications, and payments for multiple travelers. Headquartered in the vibrant city of Tulsa, Oklahoma, we are a collaborative and dynamic team, driven by a passion for innovation and customer success. Our customers are at the heart of everything we do, and we take pride in creating a positive impact on their travel journeys. Join us as a Squadtrip Founder and share our values of humbleness, empathy, and hunger for success.

Your Responsibilities:

As the Customer Experience Lead, you will be the key advocate for our customers, ensuring their satisfaction and loyalty throughout their journey with Squadtrip. As our team grows, you will also be responsible for building out a team and training them. Here's how you'll make a difference:

  • Customer Support (25%):
    • Provide prompt and courteous assistance to customers through various communication channels (e.g., email, chat, phone) regarding inquiries, technical issues, and general support needs.
  • Issue Resolution (20%):
    • Troubleshoot customer concerns, investigate problems, and identify effective solutions while maintaining a customer-centric approach.
  • Relationship Building (15%):
    • Foster positive and lasting relationships with customers by actively listening, empathizing, and addressing their feedback and suggestions.
  • Product Knowledge (10%):
    • Develop a deep understanding of Squadtrip's platform features, functionality, and best practices to effectively guide customers and provide accurate information.
  • Process Improvement (10%):
    • Identify opportunities to enhance customer experiences by analyzing trends, gathering feedback, and collaborating with cross-functional teams to implement improvements.
  • Documentation (10%):
    • Maintain accurate and up-to-date records of customer interactions, inquiries, and resolutions using appropriate tools and systems.
  • Training & Support (5%):
    • Assist in training new customers on using Squadtrip's platform, providing guidance on key features, and sharing best practices for optimizing event management.
  • Customer Advocacy (5%):
    • Serve as the voice of the customer within the organization, conveying insights and feedback to relevant teams to drive product enhancements and improvements.

Requirements:

  • At least 3+ years of proven experience in delivering exceptional customer service, with a focus on empathy, problem-solving, and conflict resolution.
  • Minimum of 3+ years of experience at a high growth, startup in customer success or customer facing role
  • Experience working at a tech startup, ideally series C and below
  • Strong communication skills to effectively convey information, articulate the value of Squadtrip's platform, and advocate for customer needs within the organization.
  • Technical proficiency in using CRM systems, email and chat platforms, and office suites.
  • Passion for the travel industry, enabling better understanding of customer needs and concerns.
  • Ability to manage multiple customer inquiries simultaneously, prioritize tasks, and maintain a high level of organization.
  • Proactivity in addressing customer issues and using critical thinking to troubleshoot complex problems.
  • Openness to feedback, resilience in the face of challenges, and a hunger for continuous learning and growth.

Why You'll Love Working With Us:

  • Innovative Environment: Embrace the excitement of an early-stage startup where your ideas and contributions directly impact our growth and success.
  • Entrepreneurial Spirit: We value creative thinking and celebrate your entrepreneurial spirit as we strive for excellence together.
  • Dynamic Team: Join a diverse and collaborative team that thrives on fast failure, continuous learning, and celebrating achievements.
  • Growth: At Squadtrip, we offer ample opportunities for personal and professional growth.
  • Attractive Compensation: We offer a competitive salary range of $55,000 - $70,000 and equ ownership of the company! (Up to .5%)
  • Healthcare Benefits: Enjoy a comprehensive healthcare plan, fully covered by the company, to ensure your well-being.
  • Relocation assistance: We offer a financial relocation assistance package for anyone who does not live in Tulsa Oklahoma!
SquadTrip is an equal opportunity employer.