Senior Member Success Specialist


Overview

As a Senior Specialist on our Member Success Team, you will be a key contributor to the growth, innovation, and continued improvement of the Member Success Team at Scott’s Cheap Flights. You will be collaborating with a lean team to educate and engage our members, and help them find success with the Scott’s Cheap Flights product.

In the short term, you will:

  • Learn about our product and our members, with the goal of deeply understanding both of them
  • Serve as an advocate for our members across the team and company
  • Respond to member inquiries via email, taking a positive and empathetic approach to each conversation
  • Work on (or potentially lead) cross-functional initiatives that address one of the core pillars of our company vision
  • Think critically about and participate in improving current Member Success tools, processes, and procedures
  • Collaborate with cross-functional project team groups to support the design & creation of new products and features

In the long term, you will:

  • Become an expert on our members and translate their wants and needs into product and process improvements
  • Identify and implement scalable solutions to improve how we’re communicating with members, team members, and cross-functional partners
  • Independently use appropriate qualitative and quantitative data points to tell member stories within and beyond the Member Success team

What you bring to the table:

  • 2-5 years of customer support experience, preferably B2C via email
  • Superior written communication skills and clear, concise, and warm verbal communication
  • Superior analytical reading skills
  • Experience working cross-functionally with Product, Marketing, Design and/or Engineering teams
  • Ability to tell a data-driven customer story
  • Ability to provide clear, actionable feedback to team members, manager, and cross-functional partners
  • Initiative to solve in-depth member/intra-team problems
  • Creativity, resourcefulness, and solution-focused mindset
  • Agility; you’re willing, able, and excited to embrace change
  • Able to work for an 9-hour period (inclusive of a one-hour lunch break) between 9am and 9pm ET, Monday through Friday, and occasionally on weekends
  • Must be legally authorized to work in the United States.

Nice to have’s:

  • Experience in the travel industry
  • Previous support of customers through social media
  • Previous leadership of projects in a customer service department
  • Experience working remotely

Tools we use:

  • Kustomer
  • Notion
  • Slack
  • Iterable

Why you might love working here:

  • 100% remote work environment, so go ahead and bring your dog to work or wear your PJ’s to the office
  • Open vacation policy, with a 3 week minimum!
  • Comprehensive health, vision, and dental insurance
  • 401(k) with a 5% match
  • Up to 12-weeks of paid family leave
  • Meetup meals when you cross paths with a co-worker
  • Continuing education & development reimbursement
  • Yearly team retreat (this year we went to Riviera Maya!)
  • Challenging problems to solve and an awesome team to collaborate with every single day

We want you to bring your whole self to work every single day. We accept you for who you are and consider everyone on an equal opportunity basis without regard to race, national origin, color, religion, gender, gender identity or expression, sexual orientation, genetics, disability, age, or veteran status.



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Scott's Cheap Flights

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