WeTravel (www.wetravel.com) is an online payment platform that helps travel companies transition from paper-based and traditional finance, communication and marketing to digital excellence fit for today's modern travel industry.
Led by Silicon Valley and travel industry veterans we are a Venture Capital backed scale-up bringing together a diverse and highly motivated team. We work in 20+ languages to serve thousands of tour operators on all 5 continents while maintaining the lean approach to business that propelled us to where we are today.
Role Summary
As a Customer Verification Specialist, you are an ambassador for the WeTravel brand. Your team is the first point of contact for users. Your team creates a delightful first impression and ensures customer happiness by helping them achieve maximum benefit from our product. Your team ensures the safety of our platform by verifying the tour operators and trip organizers that are interested in using WeTravel.
You have a strong, positive can-do attitude and feel a genuine sense of pride when helping people and solving problems. You will uphold our values of being transparent, helpful, and friendly.
In this role, you will work from our San Francisco office. You will be in touch with our potential customers and clients mainly via emails and our customer messaging platform. You will report to the Customer Support Manager.
Role Responsibilities
- KYC (Know Your Customer): Verify the tour operators and trip organizers to make sure they are who they say they are, they have not conducted anything fraudulent in the past, and that their trips are actually happening.
- Product educator: Maintain expert-level knowledge of our ever-evolving product. Respond to inquiries about how to use the product, share tips, tricks, and best practices, and help the users succeed in using the product.
- Problem solving: When inquired, determine whether a problem is with user understanding or a product bug. If it's the former, teach the user. If it's the latter, then report the bug to our product team. Capture and relay relevant feedback and insights to internal teams in order to constantly improve the product and user experience.
- Inbound sales: introduce the product to the visitors or our website and guide potential customers to conduct demos with our salespeople.
Requirements
- Bachelor's degree
- Previous customer service experience is strongly preferred
- Strong written skills (all communications with customers are done via email and our customer messaging platform) - you are able to articulate yourself in a clear, concise, and professional manner, even during escalated interactions
- Impeccable interpersonal skills - you are friendly, sympathetic, and a good listener
- Very strong attention to details and comfortable reviewing documents - one of the main tasks is to verify documents from tour operators and trip organizers as part of our KYC (Know Your Customer) processes
- Excellent time management skills - you will be juggling between routine tasks to verify new customers and reactive tasks to answer customer inquiries.
What We Offer
WeTravel is a young and very fast-growing startup based in San Francisco and Amsterdam with a global team. This means that you will see visible results of your work and everything you will make a difference to the whole company. There are great career opportunities as we continue to grow if you prove yourself up to the task. Read about us on TechCrunch, Huffington Post, Tnooz, Skift, Lonely Planet etc: www.wetravel.com/press