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Adventurer Success Manager

CE
Captain Experiences
Job Functions:
Customer Service, Operations
Employment Types:
Full-time
Locations:
Austin, TX, USA
Posted on:
02/02/2022

Who We Are:

The sad reality in this day and age is that schedules are tight and things stack up faster than we can knock ‘em down. What better way to make the most of your time than to get outdoors with family, friends, and our Damn Good Guides?

At Captain (captainexperiences.com), we’re building a platform for outdoor sports based on the belief that everyone deserves easy access to exploring the outdoors.

Focused first on fishing, we'll soon unlock all outdoor sports and geographies, and leading venture investors including Andrew Chen at a16z (Andreessen Horowitz), Goodwater Capital, Not Boring Capital, Capital Factory, and others back us in making our passion our profession. We hope you’ll join us.

Who You Are:

We’re hiring a hard-working, smooth-talking doer as the leading touchpoint for our adventurers and guides.

You’ll work directly with our Head of Customer Success and broader Customer Success team, answering adventurer and guide phone calls and emails, offering booking support, and ensuring that adventurers and guides have a seamless experience with Captain before, during, and after their trips.

You’re not only responsive and outgoing- you also take a genuine interest in our adventurers and guides as people and go above and beyond to make their life-defining times outdoors happen.

Table Stakes:

-Strong interpersonal communication skills and the ability to prioritize

-Available to work a somewhat demanding schedule, including some evenings and weekends (on call)

-Prior customer support experience preferred

-Desire to work in a fast-paced environment and wear many hats

-Experience in / knowledge of the outdoor industry preferred

-Located in or willing to relocate to Austin, Texas

-Value in-person collaboration (we work 3 days in person per week from our downtown Austin office)

What You Do:

-Interact with adventurers (customers) via phone calls, email, and SMS to ensure a seamless booking experience before, during, and after each trip.

-Add value to the booking experience by helping adventurers with booking decisions.

-Interact with existing guides via phone, SMS, and email to ensure trip success.

-Troubleshoot adventurer and guide issues to successful resolution.

-Interview adventurers and guides to collect promotional content like fishing reports and user feedback.

-Learn and use our CRM software (HubSpot) to manage our network of adventurers and guides and to maintain current and accurate records.

-Monitor the trip pipeline to ensure smooth adventurer and guide experience before, during, and after trips

-Champion the Captain Experiences brand, community engagement, and conservation.

Your Why:

-Believe in our mission to Unlock the Outdoors across all outdoor sports and geographies

-Fulfilling work as part of an early-stage, high-growth team working directly alongside founders

-Ability to help shape the culture and future of Captain

-Growth opportunities in your role as Captain scales

-Competitive salary, healthcare, meaningful equity stake, and discounted Captain trips

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