Technical Customer Support Specialist, Spotnana
$55-63k
+ Equity
Travel-as-a-Service platform
Job no longer available
Travel-as-a-Service platform
201-500 employees
Job no longer available
$55-63k
+ Equity
201-500 employees
Company mission
Modernizing the infrastructure of the travel industry in order to bring freedom, simplicity, and trust to travelers everywhere.
Role
Who you are
- 2+ years of experience in a customer-facing support function
- Experience in a B2B startup or a fast-paced, corporate environment preferred
- Experience troubleshooting customer issues and documenting steps to reproduce to identify the likely source of an issue
- Passion for talking to customers all day, every day
- A genuine enjoyment of technology
- Great problem-solving abilities
- Ability to explain complex topics concisely and professionally
- Highly reliable with the ability to maintain regular attendance and punctuality
- Strong knowledge and experience with existing SaaS tools (Google Workplace, Slack, Zoom)
- Basic understanding of web technologies (HTML, CSS, JavaScript, APIs) is a plus
- Familiarity with the travel industry is a plus
- Openness to working in our New York City or Palo Alto, CA office when required. Hours expected will be either ~1:00 pm - 10:00 pm ET or ~10:00 am - 7:00 pm PT
What the job involves
- You will interact with B2B customers each week from around the world to resolve support issues and ensure a best-in-class experience for our customers and partners
- In addition to providing exceptional service, you will need to be a confident, fully-engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day
- Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met
- Leverage multiple systems, including our own platform, Salesforce, and Jira, to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed
- Provide a step-by-step guidance to customers and partners to resolve their issue
- Communicate efficiently and effectively with our customers and partners via chat, email, and Zoom in a courteous, timely, and professional manner
- Accurately document key details about the customer interaction within our support ticketing platform
- Provide on-call tier monitoring/alerting activities, which potentially could be after normal business hours and weekends
- Own the communication with the customer from initial contact until resolution
- Become an encyclopedia of knowledge about how Spotnana works
- Help to maintain process documentation and help center content as needed
- Assist the Customer Support Manager and other Customer Success leaders on project level deliverables
Our take
Corporate travel is an immense market, yet most infrastructure that supports the industry still runs on decades-old technology. Current Global Distribution Systems help travel agents with the logistics of finding and booking travel and accommodation, but are difficult to use and are not optimised for the globally connected world we live in today.
Spotnana has created new travel infrastructure, and uses a cloud-based technology stack to provide a modern travel platform to corporation. The company connects all leading content providers at a global scale through technology that can be used by anyone, anywhere.
The company's funding has been deployed into additional hires, particularly on the engineering team, building out its travel operations infrastructure and continued development of its open architecture. Its level of funding could also see Spotnana make strategic acquisitions in the coming years, something that is not uncommon in the fragmented travel market. The company is also expanding development of AI plugins.
Steph
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2022
$75m
SERIES B
Sep 2021
$34m
SERIES A
Total funding: $116m
Company benefits
- Comprehensive health insurance - medical, dental, and vision at no cost to the employee
- 401K with employer contribution
- Paid vacation days, paid holidays, and leaves for life events
- Hybrid work model including offices with amenities and a monthly work from home internet and phone benefit
- Focus Fridays provide regular time to concentrate on deep work with no internal meetings
Company HQ
Southside, NY
Leadership
Sarosh Waghmar
(Chairman, Chief Product Officer & Co-Founder)Co-Founder at Talenthill, Founder and CEO at Seat 1A and WTMC.
Shikhar Agarwal
(Co-Founder)Founding Engineer for ThoughtSpot, Founder and CEO of Gulukul, worked with TensorFlow at Google.
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