Customer Service – Cruise Lines
Destination Knot
Senior Customer Success Specialist, Digital Solutions
Etraveli Group
full-time
Posted on:
Origin: • 🇬🇷 Greece
Visit company websiteJob Level
Senior
About the role
- Ensure customers can easily perform key post-booking actions without agent support
- Serve as key stakeholder in development and evolution of self-service capabilities across digital touchpoints
- Consult on and design intuitive user journeys for post-booking actions (changes, cancellations, schedule updates)
- Analyze performance data and customer feedback to identify pain points, friction, and automation gaps and translate into improvements
- Collaborate with internal and cross-functional teams and with Booking.com to align initiatives and share insights
- Ensure customer communications in self-service flows are clear, accurate, and aligned with tone of voice
- Monitor and optimize self-service metrics (containment rate, resolution success, CSAT, contact deflection)
- Support rollout of new features or updates, advising on content, logic, and customer experience implications
- Act as subject matter expert on self-service experience within the Customer Success organization
- Drive alignment with strategic partners and prioritize improvements balancing customer experience, scalability, and operational efficiency
- Report to Senior Manager, Customer Success; position based in Athens
Requirements
- 1–3 years of experience in customer experience, digital operations, self-service design, or similar role
- Proven track record working on digital support tools (web portals, chatbots, help centers, or mobile app features)
- Strong understanding of customer journeys, pain points, and behavior in post-booking or problem-solving contexts
- Experience collaborating with cross-functional teams
- Ability to analyze customer data, usage patterns, and feedback to identify opportunities for improvement
- Familiarity with self-service KPIs (containment rate, deflection, CSAT, time to resolution)
- Project management skills; ability to prioritize, manage stakeholders, and drive outcomes
- Strong communication skills and ability to present ideas or data simply and clearly
- Customer-first mindset paired with business awareness — balancing user experience with operational and cost impacts
- Strong working use of Excel, PowerPoint, Word (GDrive equivalents)
