Seasonal CS Representative
San Francisco, CA
Support /
Full-time / Remote Work /
About the Company:
Spotlio is a pricing, e-commerce and distribution company that empowers resorts and attractions businesses to drive more revenue and delight their customers before they arrive. The Company offers tools for attractions, ski areas, waterparks, and other ticketing businesses to leverage revenue management and dynamic pricing to become more successful. Spotlio’s pricing services are available via API to any ecommerce platform, or in its native e-commerce platform, Cloud Store. Spotlio is an independently operated company owned by Skitude Holdings AS, a publicly listed company on the Norwegian stock exchange.
Spotlio has seen significant growth outside of the North American ski market serving customers in the US, Canada, Switzerland, Germany, Austria, France, Japan, New Zealand, Australia and Chile. Spotlio’s technology also powers Liftopia.com, the largest marketing and distribution platform for ski ticket products, rentals, lessons, and other mountain experiences. After operating Liftopia, Spotlio’s team identified an opportunity to be completely focused on the primary drivers of e-commerce performance for attractions businesses on the move to 100% pre-sale. Spotlio is unique in that it is a SaaS ecommerce platform whose team has actually run a B2C ecommerce business.
Our mission is to help our customers run their businesses more successfully so their guests can spend more time doing what they love. We like to say we’re in the business of “fun”. We do the hard work of maximizing online sales, so our partners can focus on their customers' experience when they arrive. We’re transforming the global online ticketing experience and helping our clients run great businesses, and would love for you to join us.
Please note, we can only accept applications from candidates who live (or are willing to live) in the following states: CA, WA, TX, CO, MA, FL, ME, IN, NJ, SD, & VT
As a Seasonal Customer Support Representative, you will help individuals from all over the world get on the ski slopes by assisting them in making purchases and responding to issues with existing orders via phone, email, and chat. As this is a temporary role, it is not eligible for company benefits; however, this position is a great gateway to the ski, activity, and tech industries and Catalate often internally hires seasonal employees full-time.
Requirements:
- 2+ years of phone, email, and chat based support or equivalent customer facing service experience
- Outstanding written and verbal communication skills
- Excellent computer and internet skills
- Excellent analytical and problem solving skills
- Self-motivated and ability to learn quickly
- Positive attitude, level-headed, and good composure during stressful problems
- Reliable internet setup at home with minimum 8 Mbps download / 1.5 Mbps upload speed
- Able to work 6am PST shifts, weekends, holidays and/or be on call during peak season.
Core Responsibilities:
- Be the first point of contact for our customers across all brands we support
- Respond to customers’ incoming calls, emails, chats
- Process existing order inquiries, changes, and or edits
- Provide timely and accurate information to incoming customers about products on our multiple platforms
- Explain to customers how our site works
- Report resort closures and assist customers impacted by weather, road closures, airport closures, and other emergencies
- Process payments, refunds, and credits on existing orders
- Monitor industry websites, social networking sites, and customer feedback
- Coordinate with our Partner Services team to help prioritize resort requests
- Be the voice of the company to our customers
- Opportunities to participate on other sub- support teams and take on ad hoc projects
Schedule Expectations
- 5 shifts per week for a total of 40 hours per week
- Shifts start between 6am-9am Pacific Time
- Schedules will be set as early and with as much flexibility as possible, and will include: Weekdays, Saturdays and/or Sundays & Holidays (Thanksgiving, Christmas, New Years, President's Day, etc)
- The length of the season depends on weather and demand
Bonus Points:
- Previous Ski/ Snowboard/ Outdoor Industry knowledge and stoke
- Bachelor’s degree
- 1-2 years experience supporting an Internet eCommerce site
- Experience with the travel industry
- Ability to conversationally speak, read, and write in Spanish, German or French (A BIG PLUS)
Interested? Apply!
Applications will only be accepted via Lever, Spotlio's job site. Please, no phone calls or outside agencies.
Spotlio is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or other protected class.
