Senior Customer Success Engineer, Duffel
API
+ Equity
More information about location
2 days a week in office (Shoreditch, London)
API toolkit for selling flights online
Open for applications
API toolkit for selling flights online
21-100 employees
Open for applications
+ Equity
More information about location
2 days a week in office (Shoreditch, London)
21-100 employees
Company mission
To rebuild the infrastructure that underpins the travel industry to make it accessible for anyone who wishes sell travel.
Role
Who you are
- If you have a passion for helping customers and solving challenging technical problems then this may be the role for you
- Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field
- 5+ years in tech support helping enterprise customers use a RESTful API product
- Experience integrating APIs, debugging integration issues, writing scripts and SQL queries
- Ability to read (and ideally write) code in multiple programming languages
- Track record of expeditiously answering and solving product related questions
- Eager to embrace the culture and objectives of a fast moving startup
- Able to handle diverse responsibilities and work independently to achieve desired results; have sound judgment and business acumen
- Excellent communication skills with ability to express complex business and technology issues in a clear way
- Operational mindset: you’re eager to build processes for yourself and the team to maximise productivity
- Strong analytical skills: you enjoy digging into data to find insights and drive decisions
- Experience working in cross-functional teams and continuously delivering feedback to shape product roadmap and influence sales strategy
- Track record of engaging effectively with customer staff of all career levels
- A plus: Knowledge of travel technology - specifically airline and/or hotel distribution systems
What the job involves
- Duffel is hiring a Customer Success Engineer (CSE) to provide expert technical support to our largest and most important customers
- You will help our customers by addressing their current questions and suggesting ways to use our APIs to build the best travel experience for their users
- Additionally, you will collaborate with a cross-functional group across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience with both the product and the company as a whole
- You'll communicate proactively with strategic customers as their primary point of contact at Duffel, keeping the customers engaged and maximizing the use of our services and solutions
- Manage the implementation process with a subset of Duffel customers as they build a travel experience on top of Duffel’s fulsome API tools
- Answer product questions and resolve API issues via email, slack, and zoom
- Support the Duffel sales team on technical review calls with prospective customers
- Maintain deep technical knowledge of the Duffel platform to educate customers on best practices
- Establish and manage best practices to onboard and engage customers with sound and robust processes
- Develop KPIs with each customer to measure and optimize business and technical performance
- Analyse customers’ needs and advise how they can use our APIs to better meet them
- Champion product needs within Duffel to inform our technology strategy and roadmap
Salary benchmarks
Our take
In the same way that challenger banks have come along to re-invent legacy banking software from the ground up, Duffel is doing the same in the travel market, linking up airlines directly with travel agents with a modern platform.
Duffel's system connects with airlines’ booking channels more extensively than those of incumbent operators, like Amadeus and Sabre, meaning it can facilitate selling not just seats on a plane, but also other products such as speedy boarding, airport transfer and seat selection.
Add-on products make up an increasing part of airline revenues but are mostly sold through airlines' own websites at the moment. Duffel's technology will make it easier for airlines to sell more of these ancillary services, which is what makes its product so attractive to airline customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2019
$30m
SERIES B
Jun 2019
$21.5m
SERIES A
Total funding: $56.4m
Company benefits
- Flexible Working. Flexible Working. We work from the office 2 days per week where you'll be trusted to manage your own routine. Work 25 days per year from anywhere in the world upon manager approval
- Paid Sabbatical. 12 weeks fully paid sabbatical after 4 years working at Duffel
- Plenty of holidays. 27 days of annual leave per year + public holidays
- Duffel Credits. A stipend to spend on flights for you and your family (just book it through Duffel's platform!)
- Well-being. Physical and mental well-being support is provided through private healthcare. We also offer transportation schemes via our benefits platform
- Retirement & Pension. Duffel will match a pension contribution up to 5% (based on qualifying earnings)
- Learning & Development. A dedicated company budget to spend on your personal development
- Family Leave. 26 weeks fully paid parental, adoption and/or foster care leave
- Hybrid work from home policy
Company HQ
City of London, London, UK
Leadership
Steve Domin
(CEO & Founder)Previously Head of Platform Engineering at GoCardless
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