Customer Success Advisor

Event Temple; Remote; CAD 45,000 - 55,000; Full time

Job summary

A high-growth technology company is seeking a Customer Advocate to support clients and solve problems effectively. This role involves responding to customer inquiries, diagnosing issues, and contributing to the knowledge base. The ideal candidate will have at least 3 years of customer service experience in hospitality and be able to work independently in a remote environment. This position offers competitive compensation and benefits, along with opportunities for career growth.

Benefits

Health and dental benefits

Work From Home/Remote

Competitive compensation

High-performance team

Qualifications

• Minimum 3 years of experience in customer service or similar roles in hospitality.
• Ability to work independently in a remote environment.

Responsibilities

• Responding to inbound customer inquiries via chat, email, and phone.
• Diagnosing customer issues and making recommendations.
• Cataloging bugs for the engineering team.
• Understanding and documenting customer stories for feature requests.
• Contributing to the knowledge base.

Skills

Customer service experience

Technical problem-solving

Communication skills

Job description

Overview

Event Temple is a high-growth technology company based in Vancouver, BC. We are the world’s leading Hotel Sales and Catering software. We’ve been voted #1 in the world in the Hotel Tech Awards 12 times in a row, and we’re growing rapidly.

We help make travel and events happen. At Event Temple, we believe in helping people of great character thrive, and we are on a mission to create the future of sales and catering and be the most respected and innovative solution for hotels around the world.

Location

Remote friendly, must be based in Nova Scotia.

Who you are

A Customer Advocate

• You will be responsible for advocating on your clients’ behalf. You will build business cases to support why we should make product related decisions.
• You love customer interactions! You get excited when you see customer calls in your daily calendar.
• You are not afraid to tell clients when there is a better way of approaching a problem. We aren’t here to just agree with clients. Sometimes, we need to say “no” and explain an alternative approach.
• Experience in areas of the hotel industry such as banquets, group reservations, sales or catering is a bonus.

Responsibilities

• Solutions oriented – You are technically adept and are able to dig deep into problems and come out with a creative solution. You will escalate to the engineers when needed, but will do your best to problem solve long before that.
• You bring an understanding of root cause business analysis. You are a business advisor as well as a technical resource. You are willing to seek to understand how our clients think and are not afraid to make bold suggestions to get them to their ultimate business goals.
• Reporting to the Head of Customer Success, you are held accountable to a core set of KPIs that include, but are not limited to: CSAT scores, CX scores, NPS, accuracy of Knowledge Based Articles, initial response time, time to close a ticket, and churn.
• You will work with the Head of Customer Success to develop a plan for your career growth at Event Temple. You are the driver of your own success. It will be on you to execute that plan to its fullest, and we will be there to cheer you on along the way.

What does the day-to-day look like?

• Responding to inbound customer inquiries that come through our various channels including chat, email, and phone.
• Diagnosing customer issues, and making recommendations from a technical or business standpoint.
• Cataloging bugs and ensuring that the engineering team has all appropriate reproduction steps to rectify them as efficiently as possible.
• Understanding and documenting customer stories that inform feature requests.
• Actively contribute to our knowledge base.

Qualifications

• Minimum 3 years of experience in customer service, or similar roles, in hospitality.
• Ability to work independently in a remote environment.

Benefits

• Health and dental benefits.
• Work From Home/Remote.
• Competitive compensation.
• Building a company and being a part of a success story.
• High-performance team.

Salary range: $45k to $55k annually CAD.

We don’t offer relocation support for this job posting.