Rezgo Looking for Customer Support Specialist at Eastern Canada, Canada Full Time

Customer Support Specialist

Established in 2007, Rezgo is an industry-leading SaaS company delivering best-in-class booking and reservation software for travel and tour operators around the world. We are in the process of growing our Customer Success/Support team and are looking for ambitious new talent to join us. While our headquarter is located in B.C., this position is remote and we are ideally looking to hire someone in Eastern Canada.

The primary objective of this role is to ensure the satisfaction and success of our customers, driving retention, revenue growth, and overall positive experiences with Rezgo. As a Customer Support Specialist, you will serve as the main point of contact for customers, providing guidance, troubleshooting assistance, and conveying customer feedback to internal teams. 

We are looking for a team player who is personable, tech-savvy and eager to find solutions to improve the user experience. Responsibilities include:

Customer Relationship Management

• Build and nurture strong relationships with customers to understand their goals, challenges, and requirements.
• Serve as the primary point of contact for customer inquiries, issues, and escalations
• Proactively engage with customers to ensure their needs are met and identify opportunities for revenue growth
• Proactively identify and address potential churn risks, working closely with customers to mitigate issues.

Onboarding and Training:

• Create training tools such as instructional videos, onboarding software content and webinars to enhance the customer’s knowledge of our product.
• Provide onboarding services and training sessions to customers over Google Meet.

Technical Support:

• Respond to inbound support tickets when required, providing exceptional customer service to clients with a focus on resolving issues quickly and efficiently.

Product Testing and Feedback:

• Assist the product team with creating bug reports and testing new features.
• Gather feedback from customers regarding product usability, features, and enhancements
• Communicate customer feedback to relevant internal teams to drive product improvements
• Keep up to date with product releases and updates to be a valued subject matter expert to our clients.

Additional Responsibilities: 

• Work collaboratively across teams – including Sales, CS, Dev, Product and Marketing.
• Maintain the highest level of customer and partner satisfaction.
• Maintain a positive, professional ‘total customer service’ attitude and demonstrate the company’s Core Values.

Required Skills: 

• Previous experience in a customer-facing role, preferably in customer success or support
• Comfortable working with technology and experience with SaaS products
• Be a good listener: understand and listen to customer needs
• Excellent communication skills – both written and verbal
• Personable, with the ability to collaborate with others
• Attention to detail
• Effective time and task management, organizational skills with the ability to meet deadlines
• The ability to identify new opportunities
• Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask
• Self motivated
• Ability to work independently as well as with a team

Bonus

• Knowledge of HTML and CSS
• Familiarity with CRM systems and support ticketing platforms is a plus
• Previous experience working in tourism or travel 

What we offer: 

• 4 weeks paid holidays + 10 days sick days
• Medical and dental benefits after 3 months of employment
• 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 is extremely important! 

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!