Original listing text, shown exactly as published by the company.
About the Role
Customer Success Associates (CSAs) are a critical part of the Customer Operations team, supporting the execution of high-volume operational work across onboarding, configuration, and customer support initiatives. In this role, you will work closely with Customer Success Managers to ensure timely and accurate completion of tasks that directly impact customer experience and product adoption. CSAs also support special projects and emerging initiatives, including real-time customer interactions and operational workflows. This is a fast-paced, detail-oriented role with opportunities to contribute to process improvements and scalable operations.
Responsibilities
- Create and configure hotel accounts in backend systems, ensuring accuracy and proper branding
- Resolve Customer Operations tickets, including updates to registration cards, authorization forms, and messaging configurations
- Coordinate and schedule onboarding and training sessions with customers
- Support high-volume rollout initiatives (e.g., scheduling waves, configuration projects)
- Participate in special projects, including customer outreach, reporting, and operational support
- Provide timely updates to CSMs and stakeholders on task progress and completion
- Maintain clear and professional communication with customers across all interactions
- Identify process improvement opportunities and contribute to enhancing team efficiency
- Maintain clear, professional, and customer-friendly communication across all customer interactions
- Support real-time operational workflows, including guest-facing interactions such as assisting with remote check-in experiences when required
- Provide high-quality customer service while troubleshooting operational or guest-related issues in real time
Qualifications
- 1–3 years of experience in customer support, customer success, operations, or hospitality
- Strong attention to detail and ability to manage multiple tasks simultaneously
- Excellent communication skills (written and verbal)
- Comfortable working in a fast-paced, high-volume environment
- Strong customer service mindset with the ability to confidently assist guests and provide a positive experience in real-time interactions
- Experience with customer-facing interactions and problem-solving
- Ability to follow structured processes while adapting to new workflows
- Strong organizational and time management skills
- Comfortable working flexible schedules, including weekends, based on operational and coverage needs
- Experience with tools such as CRM systems, ticketing platforms, or similar operational tools…
