Customer Success Specialist (West Coast)

MacDonald Search Group; Vancouver; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading recruitment agency is looking for a Customer Success Specialist in Vancouver to support athletes and teams with hotel reservations. This role requires strong customer service and tech support skills, as well as the ability to multitask in a fast-paced environment. A college degree in Hospitality, Travel, or Sports Management is preferred. Join a dynamic team that values innovation and collaboration.

Benefits

Competitive salary and benefits

Non-corporate energetic work environment

Performance-driven culture

IT equipment provided

Opportunities for growth

Qualifications

• Minimum 1 year in tech support or customer service.
• Strong problem-solver and team collaborator.
• Detail-oriented with strong client relationship skills.

Responsibilities

• Support clients via phone, email, and live chat.
• Troubleshoot and resolve customer issues quickly.
• Manage support tickets and track progress through the CRM system.

Skills

Tech support experience

Customer service skills

Problem-solving skills

Communication skills

CRM systems experience

Education

University or College graduate (Hospitality, Travel & Tourism, or Sports Management preferred)

Job description

Overview

Customer Success Specialist – Hotel & Sports Management (West Coast) Remote

(Alberta or British Columbia)

My client is a team of sports and technology enthusiasts passionate about making travel and events easier for athletes, teams, and organizers.

Their platform connects event organizers, hotels, and cities, creating a streamlined way to manage reservations, communication, marketing, and in-depth reporting.

They value teamwork, integrity, innovation, and reliability—values that drive us to deliver the best experience for our partners and customers.

WHAT THEY OFFER

• Competitive salary and benefits
• Non-corporate energetic work environment
• Performance-driven culture with real growth opportunities
• IT equipment provided
• A team that values innovation and collaboration

The role

As a Customer Success Specialist, you’ll be the first point of contact for athletes, teams, and players. Your role is all about creating great first impressions and ensuring a smooth, stress-free hotel booking experience. Working closely with your teammates, you’ll support athletes with hotel block reservations and deliver top-notch customer service.

Responsibilities

• Support clients via phone, email, and live chat with questions about the platform
• Work across teams to deliver high-quality service within set response time goals
• Troubleshoot and resolve customer issues quickly and effectively
• Manage support tickets and track progress through the CRM system
• Ensure hotel partners meet rooming list compliance
• Handle data entry and reporting
• Assist athletes and teams with individual reservations within hotel blocks

Qualifications

• Minimum 1 year in tech support or customer service
• University or College graduate (Hospitality, Travel & Tourism, or Sports Management preferred)
• Friendly, professional, and confident communicator (phone & email)
• Strong problem-solver and team collaborator
• Able to multitask and stay organized in a fast-paced environment
• Detail-oriented with strong client relationship skills
• Experience with CRM systems
• Previous experience in hotel management, reservations, or sales an asset
• Travel Industry Council of Ontario (TICO) certification is preferred; successful candidates without certification will be asked to complete it within the first 3 months of employment (company covers cost)

Sound like you?

Apply now and take the next step in your sales career with a company that empowers you to grow, innovate, and make an impact. Please email your resume to