Customer Success Representative

About NutmegLabs:

At NutmegLabs, our mission is to make local experiences better for everyone.

We provide an all-in-one “Customer Engagement Platform”, that supports a wonderful customer experience for guests from the time of booking through participation. Our platform digitizes the operator’s business with all-inclusive features that cover digital marketing, sales, operations, and customer relations.

NutmegLabs was founded in 2018 in San Francisco. We rapidly expanded our B2B SaaS business globally despite major disruptions in tourism caused by the COVID-19 pandemic.

We have existing clients in Hawaii who have seen great success in getting more online direct bookings and achieving dramatically streamlined operations. We are pursuing quick expansion in Hawaii to spread these benefits to more operators.

Why NutmegLabs:

Nutmeg resolves “Core Business Problems” for operators using digital solutions which focus on a comfortable guest experience as well as benefits to operators. We go for “Win-Win-Win” (Operators, Guests, Us) to achieve greater satisfaction for everyone.

Since most operators in tours & activities still rely heavily on distributors (OTAs, Agents and Concierge), commissions paid to distributors erode business profits. We bring more direct online bookings to operators to cut down on commissions and support sustainable business growth. As a result, operators can focus on service quality and better guest satisfaction without complications added by distributors. This in turn increases freedom for operators when deciding directions for business growth.

You will win deep trust from operators, and provide better service for guests together with benefits to operators.Supporting operators of tour & activities in Hawaii make their business succeeded with providing DX solutions by your work

Responsibilities

Communicate & Support major Tour operators & Activity companies in Hawaii to make their business succeeded with providing DX solutions by your work.

1) General work (40%)

• Answer inquiry by our users about how to use system/service
• Create a movie for how to use our system/service.
• Proofread user manual and improve those manual more user friendly
• Post an article of social media about our latest updates.2) Per customer work

2)Per customer work (40%)

• Support onboarding of registered users after they sign up
• Create report of sales data per user including data processing
• Check website access data per user including checking Google analytics
• Check and allocate per user stage of service usage by definition
• Create a website contents on behalf of user, support their contents onboarding
• Create a sightseeing contents and supportive page for user on behalf of user.3) Learnable work

3)Learnable work (20%)

• Analyze website access, its behavior and improve contents
• Streamlined internal operation flow by using the edge of technologies and advanced tools
• Create saleable contents, better UI/UX of website.

Secondary Functions:

• Assist other departments or sections as required.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

• Prefer Speak, Read & Write Japanese Language.
• Prefer at least One (1) year of Customer Success experience in software company.
• Prefer at least Three (3) years of OTA or booking system provider experience
• Prefer at least Five (5) years of Customer Support in the Tourism Industry
• Necessary knowledge of website
• Able to communicate and work independently and cooperatively with others, including employees, business partners, and customers in a professional and positive manner.

Working Conditions:

• Normal business hours, 8:00 AM to 5:00 PM, Monday through Friday, including weekends or holidays, as deemed necessary.
• Regular attendance at the workplace is required.

• Air-conditioned office area or Remote work from your place.
• Indoors and outdoors working environment in various weather conditions, including but not limited to noise, dust, fumes and vehicle exhaust.

Computer, printer, facsimile, copier, telephones, two-way radios, cellular phones, and other general office equipment and machines.

Physical and Mental Demands

• Able to multi task, with concentration, accuracy, and attention to detail.
• Must be able to observedocuments from computer screen.
• Able to exercise self-control and handle all types of stressful situations.
• Constant – grasping, handling, finger dexterity, vision, hearing, eye-hand-foot coordination;
• Frequently – sitting, standing, walking;
• Occasional – pushing, pulling/lifting/carrying less than 25 pounds to more than 50 pounds, stair climbing, bending, forward reaching;
• Seldom – crawling, squatting, kneeling, twisting, side bending, overhead reach;
• Not applicable – running, stooping, crouching, climbing.

Communication Demands

• Constant – requires talking and written communication to co-workers, talking on the telephone, supervising others, responding to written or verbal requests of co-workers, training/giving verbal instructions, receiving verbal and written instructions, writing/composing written language, reading, visiting/working at different worksites;
• Frequent – requires talking and written communication to customers;
• Occasional – requires talking to outside trades person/vendors/business partners;
• Seldom – requires written communication to outside trades person/vendors/business partners, responding to written or verbal requests of vendors.

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Computer skills: 3 years (Required)
• Customer service in Travel Industry: 3 years (Required)

Work Location: Hybrid remote in Honolulu, HI 96814

Salary : $40,000 - $60,000