Strategic Customer Experience Lead

hace 2 meses


Xico, México Avantstay A tiempo completo

At AvantStay, we're redefining the standard for group travel experiences.

We're a venture-funded hospitality brand that's rapidly expanding in the STR industry, with a presence on over 40 OTAs and 16,000+ listings.

The role of a Strategic Customer Experience Lead is pivotal in enhancing customer satisfaction and loyalty. This position will work closely with global teams to optimize the guest experience across our extensive network.

Main Responsibilities:

  • Act as the primary point of contact for guests, addressing inquiries, concerns, and feedback in a prompt and professional manner
  • Facilitate the resolution of guest issues and complaints, striving for positive outcomes and maintaining guest loyalty
  • Liaise with STR listing sites, including Airbnb and VRBO, for tasks such as removing negative reviews and processing refunds
  • Utilize CRM software to manage guest interactions, preferences, and feedback effectively
  • Cultivate strong relationships with guests to ensure seamless operations and exceptional guest experiences

Requirements:

  • Ability to provide high-level customer support while maintaining composure and delivering exceptional customer service
  • Capacity to multi-task and drive results through data-driven decisions
  • Experience in the STR industry
  • Experience in a customer experience management role
  • Exceptional oral and written communication skills in English

Benefits:

  • This full-time position offers the opportunity to work remotely
  • A competitive hourly rate of $12-$15 per hour, reflecting the company's commitment to rewarding its employees


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