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Seasonal Partner Services Representative (Remote)

Operations | Remote - US | Full Time and Temporary

Job Description

About The Company:

Founded in 2005 in San Francisco, Liftopia runs Cloud Store, a pricing and e-commerce platform for ticketing businesses worldwide, and Liftopia.com, the largest seller of ski tickets in North America. Built on a foundation of revenue management, our innovative e-commerce, yield management, and business intelligence tools power Cloud Store, a full service, white label eCommerce platform used by over 110 ski areas, water parks, museums and ticketed attractions. In addition to our North American business, Cloud Store adoption is growing in the Alps region with customers in Switzerland, France and Germany. Liftopia combines world-class software with unmatched service and analytics to help our partners grow their online pre-sale revenue, learn more about their purchasers and make the ticket buying process easier for customers and employees.

With headquarters in San Francisco, we currently have 45 full-time employees in the US, Switzerland and Germany. 

 

About The Role:

Liftopia's Partner Services Team enhances our partners' experience with world-class enterprise support and customer success management. We are looking for highly motivated and talented candidates to fill our Seasonal Partner Services Representative role in order to better support our Partner Services Team during our high-season. We offer a full range of assistance, from highly responsive full-service support all the way to training users to be fully self-sufficient on the Liftopia Platform and Extranet. 

NOTE: Candidates must reside in one of the following states: CA, CO (Denver Only), FL, MA, TX, VT, or WA.

 

About You: 

If you have experience with eCommerce platform solutions and experience in supporting Customer Success, Account Management, or Technical Support teams, this may be a fit for you.

This position is an outstanding opportunity for a smart, energetic, and detail-oriented person. Apply if you genuinely love helping people and solving their problems. If you’re passionate about the success of partner relationships with our ski industry partners, we want to hear from you.

NOTE: This role is listed as a remote/work-from-home position and requires weekend/holiday hours.

 

Core Responsibilities:

  • Act as primary support for the Partner Services Team at Liftopia.

  • Work closely with the Partner Services and Sales Teams to successfully complete partner related requests.

  • Manage phone and ticket queues, including weekend and Holiday coverage (November - April).

  • Data Maintenance:

    • Auditing systems and updating data through custom software interface.  

    • Manage requests for partner assets.

    • Reloading ticket inventory upon request or as needed.

    • Loading new and updated data to our inventory database with assistance from senior team members.

  • Process resort closures by modifying inventory and updating internal departments.

  • Modification of ticket product details that affect the Liftiopia.com website offerings.

  • Running and emailing reports on behalf of the Partner Services Team or for partner contacts.

  • Completing Quality Assurance (QA) on all inventory data points uploaded to our website.

  • Process payments, refunds, and credits when necessary.

  • Ad hoc projects.

 

Requirements:

  • 2+ years of experience providing customer support, hospitality experience, or account management support. (For an internet eCommerce, SaaS, or travel site is preferred.)

  • Experience building effective client relationships through positive communication, honesty and trust.

  • Outstanding written and verbal communication skills. You will need to explain complex ideas to partners, so writing and speaking with clarity and precision is a must.

  • Great troubleshooting and analytical skills, constantly making improvements to our process.

  • Compassionate and level-headed. You must be able to confidently and calmly serve high value partners in all types of situations, resulting in positive outcomes.

  • A great teammate. We are a highly organized and efficient team. You should be extremely well-organized and comfortable collaborating with your team to solve diverse customer inquiries and issues.

  • Able to roll with change and solve problems. Liftopia needs your continuous input on how to make Liftopia better.

  • Fun! Our team can get a little weird at times. At Liftopia we embrace fun and seek balance with work and life.

 

Schedule Expectations:

  • During Season (roughly November - April):

    • Wednesday through Sunday (Mondays and Tuesdays off) - 6am - 3pm PST 

    • Availability to work winter holidays to ensure proper partner coverage.

      • November - Thanksgiving, Black Friday, Cyber Monday

      • December - Christmas Eve, Christmas Day, New Year’s Eve

      • January - New Year’s Day, MLK Day

      • February - Presidents’ Day

    • Schedules may change based on business needs.


Bonus Points:

  • Bachelor’s degree.

  • Working knowledge of the ski or attractions industry.

  • 1-2 years experience supporting Customer Success and Account Managers for an internet eCommerce site.

  • Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus.

  • Familiarity with GoodData and Google Analytics is beneficial.

  • Knowledge of Photoshop, Excel, and HTML/CSS are nice to have.

  • Ability to speak, read, and write in German or French at a conversational level is a plus.

 

What's in it for you?

  • Competitive hourly pay (starting at $17/hr)

  • Work remotely

  • Fun, outdoor activity focused culture! 

 

Interested? Apply! And, in your cover letter, please answer the following questions:

1. What state do you live in?

2. If you were to accept an offer, how soon would you be available to start?

3. Are you willing to work weekends and winter holidays as outlined in the job description?

4. Are you able and willing to work starting at 6am Pacific?

5. Give us an example where you had to demonstrate flexibility and adaptability?

6. When have you received outstanding customer support from someone? What did that sound like? What did you experience?

7. Tell us about a time when you anticipated a problem before it occurred.

8. What got you interested in this position at Liftopia?