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About the role
Key responsibilities & impact- Lead, manage, and develop the Customer Success team.
- Coordinate the department's day-to-day operations, projects, and priorities.
- Build and continuously improve customer service standards, workflows, and internal processes.
- Handle escalations, complex customer cases, and claims management.
- Drive customer retention and increase the number of returning customers.
- Monitor and improve customer satisfaction metrics and customer feedback.
- Analyze customer journey performance and identify opportunities for improvement.
- Develop onboarding, training, and knowledge-sharing processes for Customer Success team members.
- Set team goals, KPIs, and performance expectations.
- Conduct performance reviews and support employee development.
- Participate in hiring, onboarding, and offboarding processes within the department.
- Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams.
- Initiate and lead cross-functional projects aimed at improving customer experience and operational efficiency.
- Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions.
- Ensure consistent delivery of high-quality service across all customer touchpoints.
Requirements
What you’ll need- 3+ years of experience in Customer Success, Customer Experience, Operations, or Service Management.
- Previous leadership experience managing customer-facing teams.
- Strong background in the travel industry, hospitality, yachting, luxury travel, OTA, tour operator, or related sectors.
- Proven experience improving customer satisfaction, retention, and service quality metrics.
- Strong problem-solving and decision-making skills.
- Experience handling escalations and complex customer situations.
- Ability to analyze data and use insights to improve team performance and customer experience.
- Excellent communication and stakeholder management skills.
- Fluent in both Russian and English (written and spoken).
Benefits
Comp & perks- Remote-first environment
- International team
- Opportunity to shape and scale the Customer Success function
- Annual team retreats and company events
- Fast-growing company in the travel industry
- 37 paid days off a year
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successcustomer experienceoperations managementclaims managementdata analysisKPI settingperformance reviewsonboarding processestraining developmentcustomer satisfaction metrics
Soft Skills
leadershipproblem-solvingdecision-makingcommunicationstakeholder managementteam managementcollaborationemployee developmentproject managementcustomer service improvement