The Position

Do you thrive in a fast-paced startup style environment? Do you enjoy working on a small innovative team that is passionate about helping people solve problems? We are looking for customer success associates, and if that description resonates with you, you could be an excellent fit for our company.​

The customer success team is front and center when it comes to helping customers. We’re a tight knit team that work together and cross functionally to improve the experience of our customers. We are doers and customer centric and believe strongly in the power of giving customers the information and tools they need to successfully navigate our product and booking their trips. Above all, your work will impact the way rewards points are maximized, and help people travel better!

What You'll Do

• Correspond with customers via email, chat, phone, Zoom/video and social media to help customers successfully use our products, and promote our services during dedicated shifts and within standardized Service Level Agreements.
• Create processes to improve efficiency for point me customers
• Educate customers on the best ways to search for flights using their points if they're struggling to find itineraries, or up-sell to the Concierge service where appropriate
• Flag and escalate trends and important customer issues to leadership and customer success teammates
• Complete cross-functional and customer success specific tasks (one off tasks and recurring tasks)
• Seek opportunities to create special moments and surprise and delight moments for customers
• Share and elevate customer success stories
• Write customer facing language for team communication (templated macros)
• Achieve KPIs designed to optimize revenue and the customer experience (e.g., response and resolution times, sales conversions, CSAT score, etc.)
• Use CRM and product tools to efficiently serve customers in a personalized way (e.g., leveraging sequences, macros, record updates, experience lookups, etc.)
• Gather and surface feedback from customers to continuously enhance the point.me platform and services, or our understanding of the larger market opportunity
  
  

What You Have

• 1-3 years of experience working in customer experience, customer success, or customer service for a tech company, SAAS and/or startup
• Excellent verbal communication skills and savvy with social media
• Customer centric - you think about how to create better experiences for customers first
• Ability to build relationships quickly and work well cross functionally with product and marketing teams and others
• Detail-oriented and very organized, with an ability to explain complex topics in a clear way
• Strong interest and knowledge of loyalty industry, specifically with travel, airlines, and credit card programs
• Flexibility - we’re growing and evolving and we’re looking for folks to grow and evolve with us
• Access to a quiet distraction-free workspace with excellent internet connectivity
• Eligible to work in the United States
• Able to work nights and weekends as this position will require non-traditional hours

About point.me

Here at point.me we’re devoted to bringing simplicity and clarity to a system that is intentionally opaque. And unlike traditional travel agencies, or even online booking services like Orbitz, Kayak, & Google, we don’t take a fee or commission from the airlines when someone books a flight.

Instead, point.me is on the  side of our customers — we work directly for them! We’re an ally that uses our expertise and technology to ensure people travel better, and are never taken advantage of.

Our proprietary algorithm crawls the many hidden corners of the Internet, including those hard-to-search airline award websites to discover the clearest path to maximizing the value of loyalty and credit card points.

​Benefits & perks

Join our growing team! Here at point.me we believe in taking care of our team, so that our team can take care of our customers. All employees are offered the following:

• Competitive salaries and meaningful equity
• Comprehensive health care coverage
• A 100% distributed workforce, so you can contribute from wherever you prefer
• A generous vacation policy, with a minimum of 15 days off each year
• Team trips and outings

Given the nature of our business, we anticipate that all team members will be traveling from time to time, including company trips and off-sites, or meeting with strategic partners. As such, being fully vaccinated against COVID-19 is a condition of employment at point.me. We’ll ask you to send us a copy of your vaccination card in advance of your first day.

We are hiring full and part-time positions under this listing. The anticipated pay range is $24-$30 per hour; specific compensation will be determined based on your level of experience.

All candidates must be able to be employed in the United States, regardless of ultimate work location.

We respect the individual needs of employees and are an equal opportunity employer.