Customer Success Representative

Customer Success Representative NutmegLabs, Inc San Mateo, CA Job Details Full-time $75,000

• $85,000 a year 1 day ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications UI design Customer inquiry handling Content creation Attention to detail Computer skills Customer support Proofreading Associate's degree

Full Job Description About NutmegLabs:

At NutmegLabs, our mission is to make local experiences better for everyone. We provide an all-in-one "Customer Engagement Platform" that supports a wonderful customer experience for guests from the time of booking through participation. Our platform digitizes the operator's business with all-inclusive features that cover digital marketing, sales, operations, and customer relations. NutmegLabs was founded in 2018 in San Francisco. We rapidly expanded our B2B SaaS business globally despite major disruptions in tourism caused by the

COVID-19

pandemic. We serve a growing client base of tour operators, attractions, and hotels across Hawaii and North America who have seen great success in getting more online direct bookings and achieving dramatically streamlined operations. We are pursuing rapid expansion across the US and Canada to spread these benefits to more operators.

Why NutmegLabs:

NutmegLabs resolves "Core Business Problems" for tour operators, attractions, and hotels using digital solutions which focus on a comfortable guest experience as well as benefits to operators. We go for "Win-Win-Win" (Operators, Guests, Us) to achieve greater satisfaction for everyone. Since most operators in tours, activities, attractions, and hospitality still rely heavily on distributors (OTAs, agents, and concierge), commissions paid to distributors erode business profits. We bring more direct online bookings to operators to cut down on commissions and support sustainable business growth. As a result, operators can focus on service quality and better guest satisfaction without the complications added by distributors. This in turn increases freedom for operators when deciding directions for business growth. You will earn deep trust from operators and help provide a better experience for their guests while delivering measurable benefits to their businesses. Responsibilities Communicate with and support tour operators, attractions, and hotels across Hawaii and North America, helping their businesses succeed through the digital transformation solutions you deliver. 1) General Work (40%) Answer inquiries from our users about how to use our systems and services. Create video content and tutorials showing how to use our system and services. Proofread user manuals and improve them to be more user-friendly. Post articles and updates on social media about our latest product releases and improvements. 2) Per-Customer Work (40%) Support onboarding of newly registered users after they sign up. Create sales data reports per user, including data processing and analysis. Check website access data per user, including reviewing Google Analytics. Track and categorize each user's stage of service usage according to defined criteria. Create website content on behalf of users and support their content onboarding. Create sightseeing content and supportive pages for users on their behalf. 3) Learnable Work (20%) Analyze website access and user behavior to improve content performance. Streamline internal operations by leveraging the latest technologies and advanced tools. Create high-converting content and improve the UI/UX of customer-facing websites.

Secondary Functions:

Assist other departments or sections as required. Perform other duties as assigned.

Knowledge, Skills, and Abilities:

Prefer Speak, Read & Write Japanese Language. Prefer at least One (1) year of Customer Success experience in software company. Prefer at least Three (3) years of OTA or booking system provider experience Prefer at least Five (5) years of Customer Support in the Tourism Industry Necessary knowledge of website Able to communicate and work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner. Working Conditions Working Hours Normal business hours, 8:00 AM to 5:00 PM, Monday through Friday, including occasional weekends or holidays as deemed necessary. Regular attendance is required. Working Environment Air-conditioned office area or Remote work from your place. Indoors and outdoors working environment in various weather conditions, including but not limited to noise, dust, fumes and vehicle exhaust. Equipment Used Computer, printer, facsimile, copier, telephones, two-way radios, cellular phones, and other general office equipment and machines. Physical and Mental Demands Able to multi task, with concentration, accuracy, and attention to detail. Must be able to observedocuments from computer screen. Able to exercise self-control and handle all types of stressful situations. Constant

• grasping, handling, finger dexterity, vision, hearing, eye-hand-foot coordination; Frequently
• sitting, standing, walking; Occasional
• pushing, pulling/lifting/carrying less than 25 pounds to more than 50 pounds, stair climbing, bending, forward reaching; Seldom
• crawling, squatting, kneeling, twisting, side bending, overhead reach; Not applicable
• running, stooping, crouching, climbing. Communication Demands Constant
• requires talking and written communication to co-workers, talking on the telephone, supervising others, responding to written or verbal requests of co-workers, training/giving verbal instructions, receiving verbal and written instructions, writing/composing written language, reading, visiting/working at different worksites; Frequent
• requires talking and written communication to customers; Occasional
• requires talking to outside trades person/vendors/business partners; Seldom
• requires written communication to outside trades person/vendors/business partners, responding to written or verbal requests of vendors.

Job Type:

Full-time Pay:

$75,000.00

• $85,000.

00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Education:

Associate (Preferred)

Experience:

Computer skills: 3 years (Required) Customer service in

Travel Industry:

3 years (Required)

Work Location:

Hybrid remote in San Mateo, CA 94402