The Customer Success and Experience role is an opportunity for an entrepreneurial people person to help deliver the best end-to-end experience to VAWAAs global community and customers. Ideal for someone with art history/craft and global travel experience.

You will be part of the core team at VAWAA.com (Vacation With An Artist) building the first world school for personal and creative transformation that enables anyone to explore and book apprenticeships with master artists & makers around the world – the fingerprints of humanity and agents of change.

Your work to bring delight to customers and turn them into evangelists will be at the center of the VAWAA experience. It will reach a global community of people driven by passion and purpose across 45+ countries.

You'll be joining an early stage startup founding team, led by a purpose driven founder, at a major inflection point in the growth of the company with a massive demand for travel as the world opens up. We've won the 2019 prestigious Webby Award for Best in Travel Websites, have 98% 5-star guest ratings and been featured in New York Times, Washington Post, WSJ, Travel & Leisure, Artsy and VICE.

Why this role is unique

• Build A Product and Community: Your work delivering end to end customer support and experience will be a major part of the product experience. You will work with a cross-functional team to build a revenue-producing product vs. be one of the many customer support personnel at a large organization.
• Inside View of Transformational Experiences - The role is an interesting way to explore the world and learn about different art processes. You will get to learn from master artists, see across multiple cultures, and become a knowledge expert in frontier areas like transformation based experiences, creative wellness, startups, leadership, and growth in a very short period of time.
• VAWAA Network: You will be plugged into VAWAA's global community of master artists/ makers and fascinating people from a variety of creative backgrounds.

What we're looking for

An entrepreneurial people person with 1-3 years of professional experience working at a startup or agency, and the following capabilities:

• Ambitious. Drive to build from the ground-up and play an integral role in shaping VAWAAs future.
• Cross-Cultural Communication. Ability to distill and communicate complex information in simple ways to non-English native speakers - verbally and written.
• High EQ. Ability to anticipate people needs and be able to bring them deep joy through timely, helpful and thoughtful service.
• Sales/Customer Service Experience. Comfort with sales and experience providing customer service through email, live chat or customer service platforms like Help Scout, Zendesk, Intercom.
• Energetic & Organized. Can shift between multiple work streams and projects while staying organized and delivering with speed.

What you'll do

• Understand the VAWAA community, build relationships and create long term loyal customers – via website bookings, Instagram, Facebook groups, Twitter and hosting online sessions.
• Advocate and act as VAWAA’s personal cheerleader explaining to customers why we can meet their specific needs.
• Exceed and provide a delightful customer experience for all bookings. (We’re talking 20 on a scale of 1-10).
• Close sales with customers interested in booking by helping them through their decision process, providing personalized recommendations and follow ups.
• Accurately process, confirm and manage all customer bookings.
• Manage booking payments, refunds, rescheduling, cancellations, promo codes, gift cards.
• Manage customer and booking related communication with artists.
• Prepare customer for travel and VAWAA experience.
• Communicate proactively with customers and artists using various platforms (Example: Email, Chat, IG, Customer.io, Mailchimp)
• Encourage & manage post-experience feedback, photos, and reviews.
• Identify opportunities to upsell.
• Generate loyal repeat customers and referrals.
• Work with the Marketing Manager to share customer stories.
• Monitor metrics, provide customer feedback and translate learnings with actionable recos to VAWAA team.
• Optimize booking flow to reduce friction and scale operations.
• Work with team to scale human & personalized aspects of customer interaction.
• Develop and execute community building strategies that support growth, community engagement, product support, and partner initiatives.
• Work efficiently with the tools we use daily to work: Slack, Google Documents, Trello etc.

What you can expect

• We are here on a mission to lead the way for best experiences in our category. We will grow with urgency, but thoughtfully.
• You will be part of the core team that shapes VAWAAs future.
• We have a strong culture of curiosity, creative thinking, ALWAYS learning and being our best self. It allows us to deliver excellence and dedication.
• Our founder has a heart forward, purpose-driven leadership style. We make everyone feel loved, welcome and safe.
• We take ownership at all levels by leading with truth, optimism, tenacity & courage. We do not make excuses.
• Health and dental benefits.
• Working at VAWAA means one VAWAA experience every year - on us, plus swag.
• You will enjoy an immediate global community of master artists/ makers and fascinating people from a variety of creative backgrounds.
• Salary range based on experience and circumstances is 45K-55K and stock options. For candidates with significant experience, we can discuss additional equity compensation.

We are based in New York, but open to remote applications from within the US.

Tip: Cover Letters that include a link to a short 5 min video explaining why you are the best person for this role will be given preference.

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As a Equal Opportunity Employer, VAWAA will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.