Remote Travel SaaS Customer Success Pro

moguplatform.com; Sevilla, Madrid; Híbrido; EUR 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote or hybrid work model

23 vacation days per year

Cobee benefits for childcare, meals, &

Descripción de la vacante

Mogu is a vertical SaaS platform for travel agencies, enabling agents to manage proposals, bookings, and payments. We seek a Customer Success Specialist to ensure our travel agency clients derive maximum value from day one.

The role blends efficient automation with human touch, supporting onboarding, activation, and renewals across the customer lifecycle. Travel sector experience and excellent communication are essential.

Formación

• 2+ years of experience in customer support, customer service, or customer success.
• Experience in SaaS or technology companies is preferred.
• Excellent written and verbal communication skills.
• Enjoy working with customers and know when direct interaction is needed.
• Interest in technology and automation; AI as an ally.
• Empathy and ability to connect with diverse backgrounds.
• Proactive mindset; anticipate needs without prompting.
• Comfortable using Intercom, Zendesk, or similar tools.
• Willingness to travel occasionally to visit customers.
• Experience in the travel industry is a plus.

Responsabilidades

• Build trusted relationships with assigned customers.
• Know when a phone call, video call, or personalized video is needed.
• Visit customers in person when the situation requires it.
• Improve and train Intercom's AI assistant to resolve more cases autonomously.
• Support new customers through onboarding and activation on the platform.
• Conduct proactive account management and identify risk signals.
• Resolve issues quickly, clearly, and with empathy.
• Gather customer feedback and share with Product and Engineering teams.
• Contribute to improving documentation and help resources.
• Leverage data (Amplitude) to understand usage and prioritize actions.

Conocimientos

Fluent English

Travel industry experience

Customer-facing experience

Herramientas

Intercom

Zendesk

Descripción del empleo

Mogu is a vertical SaaS platform for travel agencies, enabling agents to manage proposals, bookings, and payments. We seek a Customer Success Specialist to ensure our travel agency clients derive maximum value from day one.

The role blends efficient automation with human touch, supporting onboarding, activation, and renewals across the customer lifecycle. Travel sector experience and excellent communication are essential.