Yonder HQ Looking for Customer Success Specialist at New Zealand Full Time

About Yonder:

Yonder is a global leader in providing AI-powered Chatbot and Review systems to hundreds of tourism businesses. We empower our clients to automate customer service, enhance online bookings, and effectively manage online reviews and feedback. With innovative technology like AI and integrated chatGPT, we have achieved remarkable outcomes, paving the way for our continued growth. Exciting product launches are planned for June 2023.

About the Role:

As we enter a phase of growth following the challenges of COVID-19, we are gearing up for growth mode. To support this, we’re taking Customer Success off one of the founders into a dedicated role. We are seeking individuals who are eager to gain international customer success experience, regardless of prior professional background. In this role, you will play a pivotal part in maintaining the exceptional customer support that our clients love as we scale our operations.

At Yonder, our team operates in a fully remote setup, with a home base in New Plymouth. This role can be a part-time or full-time position, allowing for flexibility to accommodate your personal commitments (family is important to us!). Although our customers are global and require support seven days a week, we need you to be available 5 days a week but we’ll ensure that you are covered for any days you need off.

Responsibilities:

• Onboard and manage customer activity for some of the world’s leading tourism businesses.
• Provide ongoing support, including addressing queries, conducting health checks, delivering client training, configuring account setups, and facilitating upgrades. Your ultimate goal is to help customers fully leverage Yonder’s capabilities.
• Communicate with customers to inform, engage, and introduce new products and features. Cultivate relationships and foster a community that drives customer adoption and successful outcomes.
• Take ownership of customer feedback and usage data, sharing valuable insights with the product, development and sales teams to enhance our offerings and generate compelling case studies.
• As our new product expert, participate in product testing, troubleshooting issues, and identify opportunities for enhancement.
• Develop and implement customer support processes and procedures.

Desired Skills & Experience:

• Passionate about customer interactions, particularly in an international context.
• Exhibit exceptional professionalism in all customer engagements.
• Comfortable with technology and able to grasp new concepts quickly.
• Quick thinker who can make informed decisions efficiently.
• Highly organized with strong prioritization and decision-making abilities.
• Enjoy working with data and leveraging it to make decisions.
• Capable of delivering effective training sessions to customers.
• Possess excellent verbal and written communication skills, with the ability to engage and inspire through eloquent writing.
• Enthusiastic about technology and its role in empowering businesses to thrive and grow.

We are looking for individuals who:

• Bring experience in Customer Success, Sales, Account Management, or technical support. You don’t need to be a seasoned expert but you can demonstrate skills interfacing with customers.
• Are passionate about delivering world-class customer experiences.
• Demonstrate excellent verbal and written communication skills.
• Exhibit exceptional organizational skills, effectively managing and prioritizing a diverse portfolio of customers.
• Possess enthusiasm for technology and its potential to transform businesses.
• We are a dynamic team that moves quickly, and we expect every team member to be willing to roll up their sleeves and do whatever it takes to get the job done.
• Enthusiastic about working remotely.

Bonus Qualifications:

• Previous experience in the travel industry.
• Prior involvement with startups, growth companies, or familiarity with the Customer Success journey in SaaS products.

If you’re excited to be part of our team and contribute to the success of Yonder, we look forward to hearing from you.