Customer Support Specialist
Account Management | Dublin, Ireland | Full Time
Want to join a company on the cutting edge of technology and travel? Want to be part of a fantastic and fun company that’s revolutionizing the online travel advertising space?
Built on a decade of expertise analyzing the complete traveler path to purchase, Sojern drives travelers from dream to destination. The company delivered $13B in bookings for its clients to date by activating multi-channel branding and performance solutions on the Sojern Traveler Platform.
Recognized on the Top Company Cultures list by Entrepreneur Magazine, Sojern is headquartered in San Francisco, with teams based in Dubai, Dublin, London, Omaha, Paris and Singapore.
Sojern is seeking a Customer Support Specialist to join our growing Customer Success team in the EMEA region. We are looking for someone who wants to work in a fast-paced, innovative company, and is passionate about putting the customer first. This role will work closely with our hotel and attractions partners spread across multiple countries, giving the successful candidate experience working with a broad range of experience with clients across Europe, Middle East and Africa.
This role requires a strong focus on delivering world class service to our customers and helping them achieve their objectives through adoption of our products and services. To succeed, you must work well with people, be comfortable making data-driven decisions, and have a strong drive to learn!
What you’ll do:
Manage support issues on a daily basis, including resolving customer queries relating to our suite of products, troubleshooting issues such as billing or account setup, coordinating between support teams to resolve tickets.
Handle escalations with internal teams
Demonstrate excellent customer communication skills over email, video and phone.
Drive overall customer product adoption and education, advocate for customers’ success, and mitigate risk of customer churn
Provide high-quality service to drive positive NPS and CSAT scores
Partner closely with internal teams on day-to- day operational processes
What you bring to the table:
At least 1-2 years experience working in a support role
Experience handling and troubleshooting technical products / platforms.
Strong communication skills with the ability to comfortably interact with cross-functional partners
Strong self-management and organisational skills, with the ability to handle multiple workflows at once
Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns
Willing to wear multiple hats and roll up your sleeves to get the job done
Great with people – ability to work comfortably with many internal and external teams
Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment
Snacks: Variety of snacks in the office
Opportunities: Be part of a growing team with training and support to help you grow
Give Back: We give 40 hours a year to volunteer and organize office volunteer programs with local organizations
Ownership: Lead innovative and challenging projects
Competitive Localized Benefits
IATA travel discount
Time off: 25 holiday days per annum
At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, sexual orientation, age, marital status, veteran status, or disability status.