Customer Resolution Specialist

Our client, a fast-growing travel and tourism startup, is seeking a motivated candidate to join their Support Team in the role of a Customer Resolution Specialist. The primary focus of this role will be to work toward a favorable resolution for any bookings that may be the subject of complaints, credit card fraud, or other unforeseen circumstances.

The ideal candidate will be a motivated self-starter who is comfortable stepping into challenging conversations with the goal of adding clarity, compassion, and understanding to a situation while working on the best possible resolution. The candidate should also be interested in monitoring trends and implementing new ideas to track, diagnose, and enhance processes and procedures to reduce and eliminate issues altogether.

• Collaborate with Clients and Suppliers: Act as a problem-solver for clients reporting booking issues. Partner with our suppliers to uncover the root cause and deliver timely, fair resolutions.
• Monitor and Maintain Quality: Analyze complaint trends and ensure our suppliers meet high standards for service and reliability.
• Combat Fraud: Manage fraud alerts with precision, refining processes to validate legitimate bookings while preventing fraudulent transactions.
• Handle Chargebacks: Take charge of credit card chargebacks, managing client communication, collecting evidence, and following through to resolution.

• Values Quality and Customer Satisfaction: You take pride in going the extra mile for clients and ensuring their concerns are resolved professionally and empathetically.
• Thrives in Challenging Situations: You’re resilient, positive, and approach even difficult conversations with clarity and compassion.
• Is Detail-Oriented and Solutions-Focused: You’re naturally curious and always seeking ways to improve processes and eliminate issues at their root.

Benefits include:

·      Biannual company bonus (up to a total of $3,000, based on company targets - deferred eligibility)

·      15 days of leave (increases to 20 days at 2 years tenure)

·      Company Healthcare Plan (Company contribution $7K)

·      401K company plan

·      Annual work from home budget $500

·      Annual training budget of $250

·      TSA Precheck (worth $80)

·      Annual tour credits of $750

·      Employee discounts on thousands of tours and activities

·      Please note that while this is a remote position, it is not suitable for digital nomads. Employees must be based in the United States and will have an allocation of time that they can work remotely in other destinations.