REZGO CAREERS

Customer Success Specialist – Ireland/UK

Established in 2007 in Canada, Rezgo is an industry-leading SaaS company delivering best-in-class booking and reservation software for travel and tour operators around the world. We are continuing to grow our Customer Success team and are looking for an ambitious and customer-focused individual based in Ireland or the UK to join us.

We currently have a small team based across Ireland supporting our growing customer base throughout Ireland, UK and Europe. This role will work closely with that team while collaborating daily with colleagues based in Canada.

As a Customer Success Specialist, you will play a key role in ensuring our customers achieve success with Rezgo. You will guide prospective and new customers through product demonstrations, onboarding, training, and ongoing account support, helping them maximize the value of the Rezgo platform and achieve their business goals.

The primary objective of this role is to ensure customer satisfaction, retention, and long-term success with the Rezgo platform. You will take ownership of the customer journey following the initial discovery phase, working closely with Sales to transition qualified prospects into successful, long-term customers.

This is a full-time contractor position for an individual based in Ireland or the UK only. As Rezgo is a Canadian company and does not currently have a legal entity in Europe or the UK, the successful candidate will be engaged as an independent contractor and will be responsible for managing their own tax and statutory obligations in accordance with local regulations. While this is a contractor position, we view our contractors as valued members of our team and strive to provide a collaborative, supportive, and long-term working relationship.

We are looking for a team player who is personable, tech-savvy and eager to find solutions to improve the user experience. Responsibilities include:

Customer Relationship Management:

Develop and nurture strong relationships with customers to understand their goals, challenges, and requirements.
Serve as a primary point of contact for customer inquiries, issues, and escalations.
Proactively engage with customers to ensure their needs are met and identify opportunities for revenue growth.
Identify and address potential churn risks, working closely with customers to ensure continued success.

Onboarding and Training:

Lead onboarding for new customers following handoff from Sales, ensuring a smooth and positive transition.
Deliver product demos, onboarding sessions, and training over Google Meet.
Create training tools such as instructional videos, onboarding content, and webinars to enhance customer knowledge.
Help customers understand best practices and maximize their use of the Rezgo platform.

Sales Collaboration & Handoff:

Partner closely with Sales to support qualified opportunities that require deeper product or technical expertise.
Participate in follow-up or advanced demos when needed to help move opportunities forward.
Assist in moving opportunities forward by helping prospects understand how Rezgo can support their business needs.
Ensure a seamless handoff experience by aligning on customer needs, expectations, and next steps.

Technical Support:

Respond to inbound tickets when required to assist our tech support team, providing exceptional customer service with a focus on resolving issues quickly and efficiently.
Deliver exceptional customer service while helping customers resolve issues efficiently.
Escalate issues appropriately and work collaboratively with internal teams to ensure timely resolution.

Product Feedback:

Gather feedback from customers regarding product usability, features, and enhancements.
Communicate customer feedback to relevant internal teams to drive product improvements.
Stay up to date with product releases and updates to serve as a trusted subject matter expert.

Additional Responsibilities:

Work collaboratively across teams — including Sales, Support, Development, Product, and Marketing.
Maintain the highest level of customer and partner satisfaction.
Demonstrate professionalism, accountability, and Rezgo’s core values in all customer interactions.

Required Skills:

Previous experience in a customer-facing role, preferably in account management, customer success, or sales.
Comfortable working with technology and experience with SaaS products.
Strong listening skills with the ability to understand customer needs.
Excellent communication skills — both written and verbal.
Personable, with the ability to collaborate effectively across teams.
Ability to collaborate effectively with remote teams.
Strong time management and organizational skills, with the ability to meet deadlines.
Ability to identify opportunities for growth and improvement.
Problem-solving and issue resolution skills.

Bonus:

Experience delivering software demonstrations or training sessions.
Knowledge of HTML and CSS
Familiarity with CRM systems and support ticketing platforms
Previous experience working in tourism or travel
Experience working remotely within an international team.

Rezgo offers a positive, fun, flexible, and supportive work environment. Although this is a contractor position, we view our contractors as valued members of the team and strive to create a collaborative and inclusive culture where everyone can succeed.

Think you’re a good fit?

If this sounds like you, we’d love to hear from you. Please send us your CV along with a cover letter to careers@rezgo.com outlining why you would be a great fit for Rezgo and what interests you about this opportunity.