Jack’s Flight Club is a fully remote business with team members all over the world. We’re committed to uncovering outrageous deals on flights that enable our members to go on more vacations, take more adventures and visit friends and family across the globe.
Since we know member experience is bigger than just the apps, emails and website our members use, our Customer Experience team is responsible for delivering a customer experience that creates evangelical members who’ve taken memorable trips.
We’re looking for someone who can clearly demonstrate a genuine passion for helping customers, who is adaptable to the challenges in front of them, and who can identify and report on emerging patterns with our members. You won’t be afraid of hard work and you’ll get excited about getting tasks completed. You’ll be able to work with minimal supervision and thrive on completing tasks on your own while maintaining a high level of quality in your responses.
In this role you will be:
Working alongside 2 other customer service teammates to make our members happy through all of our channels; email, chat, Facebook and Twitter. Responding to enquiries and membership queries - it’s not out of the norm to respond to 100+ emails per day when we’re at average speed. Thinking on your feet to resolve issues brought up by our members - either in reporting the problems to the right people to implement solutions or in your own creative resolutions. Be a data whiz, using multiple systems to find and analyse data, owning customer issues until they’re resolved Our go-to data-processing person, able to review large amounts of information and enact account changes quickly and responsively. Responsibilities:
In this role you will be responsible for:
Creating above and beyond conversations with members across all channels to help facilitate booked trips, either when shared through our deal alerts or by request from members. Owning all customer conversations that come across your desk and making sure each gets your individual attention and proactive problem-solving. Representing the member voice to other teams in reporting issues or resolving bugs. Tackling support tasks like data processing and account management to make sure our team works smoothly in delivering the best experience.
We’re looking for someone who can clearly demonstrate a genuine passion for helping customers, who wants to proactively deliver the best experience to our members to help them achieve their travel dreams. You won’t be afraid of hard work and you’ll get excited about getting tasks completed. You’ll be able to work with minimal supervision and love being a reliable foundation in the team.
We’ll expect you to grow in a multicultural, remote-first team where non-verbal and empathetic communication is a must. We’re a small team (20 and counting!) so your ability to be reliable and work well with others ranks high :)
Experience and Requirements:
We hope to see the following traits and abilities in any prospective applicant:
You must have at least 4 years of customer service or customer support experience, preferably in a startup environment with a focus on text-based support (email, live chat, etc). Demonstrable experience delivering personable, engaging customer service. You don’t need to be taught how to personalize your replies to show the human element for a smooth customer encounter. You have worked on projects where you’ve been solely responsible for large amounts of data processing. You have a history of clearing large swaths of emails and chat requests in quick order without sacrificing the quality of details in your replies. Working well in a remote team environment is second nature, and you know how to maintain clear and friendly communication no matter the problem at hand or the medium for the discussion.
Although we have team members all over the world, English is the company’s first language, so you must have fluent conversational spoken and written English language skills.
You also ideally have:
Social media savvy skills, either through diplomatic use of your own profiles or past company-run page experience. Have previous CRM experience with systems like ActiveCampaign, Mailchimp, or Constant Contact that will add to your toolset in troubleshooting and creating new experiences for our members.
What’s it like working with us? Work with us and you’ll not dread coming to work in the mornings because you’ll get to experience being part of a growing, entrepreneurially minded start-up in the exciting travel sector and have the flexibility to work remotely (in your pyjamas if you really want to). We like to work hard and have fun, whilst also understanding the importance of flexibility and work-life balance.