Customer Success Specialist



Customer Success Specialist

Established in 2007, Rezgo is an industry-leading SaaS company delivering best-in-class booking operator and reservation software for travel and tour operators around the world. We are in the process of growing our Customer Success team and need ambitious new talent to join us. While our headquarters are located in North Vancouver, this position is remote and we would prefer to find the best candidate within the Pacific Standard time zone.

We are looking for a special individual who has the drive and customer service skills to assist customers in learning how to use our online reservation system. Rezgo is a family-run company with a small team that’s dedicated to supporting many customers worldwide. With team members and customers located all over the world, we ask that interested candidates are well organized, self-motivated, and are capable of prioritizing while multitasking. Great communication skills–both verbal and written–are very important. There are also opportunities for mentorship and growth, if you’re the right candidate for our team!

Responsibilities would include:

  • Maintain a detailed understanding of our products and processes, assist customers with questions and suggest the best strategies to meet their needs and goals;
  • Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by your department);
  • Build and maintain relationships with existing customers to drive revenue growth and increase customer loyalty and product adoption;
  • Work closely with the support team to understand customers’ pain points and help provide solutions;
  • Demonstrate proactive customer outreach including video calls, account health checks and scheduled check-ins;
  • Onboarding new customers, providing a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
  • Create training tools such to enhance the customer’s knowledge of our product, such as instructional videos;
  • Organize and facilitate webinars for our existing customer base;
  • Assist with Customer Advocacy tactics, such as collecting testimonials, reviews or case studies, conducting site visits as needed, building relationships with customers;
  • Other duties as required.

Required skills and experience:

  • Customer service experience
  • Comfortable working with technology
  • Attention to detail
  • Ability to problem solve or troubleshoot
  • Excellent communication skills–both written and verbal
  • Personable, with the ability to collaborate with others
  • Self motivated
  • Effective time management and organization skills with the ability to meet deadlines

Extra skills that would be a bonus, but are not required:

  • Experience working with CRM systems such as Hubspot
  • Experience hosting webinars on Zoom or a similar platform
  • Previous experience working in tourism or travel

What we offer:

  • Compensation: $60,000 to start.
  • 4 weeks holidays + 10 sick days.
  • Medical and dental benefits after 3 months.
  • Work from home.

Rezgo is a positive, fun, flexible and casual work environment with a highly-supportive culture. Getting along with others and fitting in with the team are important in this role, so a collaborative approach is great asset!

If this sounds like you, please send us a cover letter, along with your resume, explaining why you would like to work with us and outlining why you would be a great fit for Rezgo!