The Position

Does helping people travel better light you up?  Do you feel personally connected to the joy of earning and redeeming points and miles? Already the points and miles evangelist in your friend and family group?   Want to work in a fast-paced startup in a customer-facing role?  Then you should apply to be a Points and Product Advisor!

point.me is a fast-growing start-up, so change is inevitable and agility is a strength.  So this description lays out the type of things you'll be working on, and you should expect this role will evolve as the company scales.

As a Points Advisor, you are the face of point.me to users and customers.  The role sits at the intersection of sales and support within the Customer Experience function.  This team is revenue-generating, and we're front and center when it comes to helping customers. We’re a tight-knit team that works together and cross-functionally to improve the experience of our customers. We are doers, customer centric, and believe strongly in the power of giving customers the information, tools, and inspiration they need to successfully navigate our product and reach their travel goals.  Above all, your work will impact the way rewards points are maximized, and help people travel better!

This team and role requires us to be present when our customers are using our product, so we expect team members to work some nights and weekends.  We are hiring multiple candidates for this role, with both full and part-time hourly positions available.

What You'll Do

• Correspond with customers via email, chat, phone, Zoom/video and social media to advise customers on the points and award travel landscape, help customers successfully use our products, and promote our services during dedicated shifts and within standardized Service Level Agreements.
• Managing end-to-end the customer-facing sales interactions (e.g., qualification, discovery calls, presenting or confirming itineraries, invoicing, and completing award bookings) for our Concierge and Book With Me products.
• Collaborate with the Concierge team when it comes to researching the best options for customers, or handing off complex bookings.
• Contribute to revenue goals and demand generation by identifying opportunities for paid conversion or upsells during support, demo, or advising interactions.
• Achieve KPIs designed to optimize revenue and the customer experience (e.g., response and resolution times, sales conversions, CSAT score, etc.)
• Conduct Points Strategy Consultations with customers ensuring they learn the best practices and products for maximizing their points and miles earning
• Develop a rapport with customers to build referrals and repeat business
• 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

• Passionate, resilient, and adaptable, ready to embrace the fast-paced nature of a startup and the changing travel environment
• Revenue-minded with high agency
• Motivated by the opportunity to build a business in which you have equity
• Genuinely curious and compassionate when it comes to people--you have high EQ, exceptional listening skills, and can tailor your message to your audience
• Confident and compelling communicator and presenter, both in writing (adequate typing speed) and verbally/on screen
• Proficient in time management and organization
• Detail-oriented and very organized, able to explain complex topics in a clear and concise way
• Metrics- and goal-driven, oriented towards delivering exceptional travel experiences
  
  

What You Have

• 1-3 years of experience working in a role where you have been accountable to metrics (e.g., inside sales, customer experience, or similar role), preferably for a startup
• Experience using CRM, BI, and product tools (Hubspot preferred)
• Strong interest and extensive knowledge of loyalty industry, specifically with travel, airlines, and credit card programs
• You will frequently be on camera, calls or live chat, so you will need access to a totally quiet, distraction-free workspace with excellent internet connectivity
• Ability to work outside traditional business hours when scheduled (e.g., evenings or weekends)
• Eligible to work in the United States

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 candidates under this listing. The anticipated pay range is $26- $33 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.