Are you ready for the best destination of your career?
Spotnana is modernizing the infrastructure for the multi-trillion-dollar travel industry. Our groundbreaking travel platform powers next-generation travel experiences for Fortune 100 companies and the world’s leading airlines, hotel chains, technology providers, and financial services firms.
We are tackling the hardest problems the travel industry has to offer, and we need your help. Join us in our quest to make travel effortless so it’s easier for everyone to build deeper connections, stronger teams, and unforgettable memories.
Culture is always fluid. It evolves as a business grows, along with the people who drive it forward. We seek people who have different perspectives, but shared values. Before you embark on this journey, quickly check in on whether you are aligned with our company values:
- Obsessed with Customer Needs: We earn the trust and loyalty of our customers by solving their problems.
- Do the Impossible: We solve tough problems through innovation and are inspired by unprecedented challenges.
- Build Globally, Serve Locally: We embrace a global mindset and celebrate diversity as we serve customers around the world.
- Act Like Owners: We constantly find problems to solve. Decisions are not made in isolation. We work hard, work smart, and work together.
- Constantly Change, Learn & Evolve: We flourish by adapting quickly to new challenges and by learning from everyone around us. Building something new is not always glamorous work. Roll up your sleeves, get your hands dirty, and evolve.
- Respect Above All: We are humble and treat others with the same respect we desire for ourselves. Our work culture is a safe environment where everyone is open to feedback and new ideas.
Key Areas of Focus
- Define and configure customer service workflows in Salesforce Service Cloud.
- Write, diagram and improve customer service processes.
- Collect and analyze customer support performance and delivery data.
Responsibilities
- Work closely with CX, Engineering and Product management teams to understand end-to-end support flow requirements.
- Specify and build tools to improve the speed and quality of support. Assist with the design and rollout of new support channels and service offerings.
- Analyze support workflows and make suggestions to improve efficiency and effectiveness. Identify and act to remove obstacles to delivering consistently high levels of service.
- Prepare performance reports by collecting and analyzing data from the customer service functions.
- Develop and maintain standard operating procedures for common situations. Onboard and train new support team members and provide continuing training on Support SOPs.
- Take part in forecasting and budgeting for customer service and tracking the actual performance against budget.
- Partner with Customer Support management to help customer support teams to deliver on their components of overall company goals and objectives.
Experience
- 6+ years of experience in a Customer Support operations role
- Prior experience at a SaaS startup
- 2+ years as an Admin for Jira Service Management
- 3+ years as an Admin for Salesforce Service Cloud
- Experience with ThoughtSpot (preferable)
- Experience in second or third tier customer service positions (preferable).
- Demonstrated understanding of common customer service tools and processes.
- A track record of business process improvement.
- Proven change management and team motivation skills.
- Experience in customer support forecasting.
- Ability to communicate effectively with senior executives.
- Ability to analyze and identify improvements in service systems.
- Experience in managing cross-team projects to completion.
Let’s talk compensation
Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications.
We care for the people who make everything possible - our benefits offerings include:
- Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
- Comprehensive benefit plans covering medical for self, spouse, children and parents, Free doctor consultations, Employee assistance program effective on your hire date.
- 18 Privilege leaves, 12 casual/sick leave days per year in additional to 12 company holidays, 4 company recharge/wellness days and an end of year company shutdown
- Up to 26 weeks of Parental Leave
- Monthly cell phone / internet stipend
- Meal allowance
- Wellness/Gym Reimbursement
- Relocation assistance to new joiners
- Employee retirement planning such as corporate NPS and EPF
- Corporate Udemy license to all employees to access variety of learning programs
We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.