At Snowfall, we’re on a mission to disrupt the travel industry.
We’re a global travel tech SaaS organisation with an exceptional network and unparalleled industry knowledge. We work with industry giants in aviation, marine and ground transport to produce bespoke, innovative software solutions as well as developing our own market leading products.
Our success derives from placing our customers at the heart of everything we do, being able to solve complex problems and constantly evolving to stay ahead of the curve.
We’re fast-paced, high-growth and pride ourselves on an incredible culture that transcends to our employees all over the globe. We’re building a world-class team to continue our growth journey; we’re looking for people who challenge the status quo and are passionate about making an impact both as an individual and together as a business.
This is just the beginning. Be part of the story.
About this opportunity:
Due to continued success and expansion, we are building out our Client Operations team. The Client Operations Team acts as the single point of operational contact for Snowfall’s B2B customers, to help our clients regardless of the situation. As part of the Client Operations team, you will act as the face of Snowfall towards our clients, driving and managing all incoming queries – may they be technical, product related or issues – with the end goal to make our customers feel happy and appreciated.
This is a great opportunity for someone with a combination of first line technical support and project management experience with strong personal ownership, but who is looking to grow and develop with the next tech unicorn company!
You will be part of a new and growing team, supporting our global clients around the clock. Our Client Operations Team supports all customers – regardless if they use bespoke solutions or our newly launched revolutionary travel ecosystem platform – meaning you will build a deep understanding of Snowfall’s complete product suite. We use Zendesk as our ticketing system allowing for both email, phone and chat support.
What you will do:
As a Client Operations Specialist, you will respond to our customers incoming questions, comments, bug reports and alike. Our customers should never have to wonder to whom they should turn regarding operational questions – our Customer Operations team sorts out even items which may not be operational.
As a Client Operations Specialist, you will be responsible for and owning incoming tickets and driving these until they are solved – which might mean until a bug has been deployed or a question has been satisfyingly addressed. The key is that you as a Client Operations Specialist own an incoming ticket from start to finish including the required communication with the client. Client obsession, ownership and solution orientation is vital!
Since Snowfall only has one Client Operations team, you can expect a variety of questions related to all Snowfall’s products and services. This mean that you will get a deep understanding of the services we provide. Since this deep product knowledge is essential, you will also take part in the testing and Quality Assurance process performing manual testing.
As part of the Client Operations team, you report to our Head of Client Operations who reports to our Company COO.
Skills you will have as a Customer Operations Specialist:
- Proven experience within a technical support or helpdesk role in a B2B environment
- It is beneficial if you have experience within the travel industry.
- Experience using call-logging software or ticketing system, Zendesk is beneficial
- A genuine customer and product interest, technical interest is a plus
- Excellent communication and coordination skills, along with great decision-making ability
- Troubleshooting experience and strong problem-solving attitude