Associate Member Success Specialist at Scott’s Cheap Flights

As an Associate Specialist on our Member Success Team, you’ll become an expert on our product as well as on our members. You will be collaborating with a creative, enthusiastic team to educate and engage our members, and help them find success with the Scott’s Cheap Flights product. This role will report to the Team Lead, Member Success.

In the short term, you will:

  • Learn about our product and our members, with the goal of deeply understanding both.
  • Serve as an advocate for our members across the team and company.
  • Spend the majority of your time working 1:1 with members via email to empower and engage them.
  • Work alongside team members to develop new and creative ways to delight our members.

In the long term, you will:

  • Become an expert on our members and translate their wants and needs into product and process improvements.
  • Independently use appropriate qualitative and quantitative data points to tell member stories within and beyond the Member Success team.
  • Think critically about and participate in improving current Member Success tools, processes, and procedures.

What you bring to the table:

  • 1+ years of customer support experience, preferably in a B2C space.
  • Experience doing customer support via email.
  • Superior written communication skills and clear, concise, and warm verbal communication.
  • Superior analytical reading skills.
  • Strong ability to take initiative and confidently direct customer interactions.
  • Ability to communicate effectively cross-functionally.
  • Comfort with working with customer and intra-team data.
  • Creativity, resourcefulness, and solution-focused mindset.
  • Love of a fast-moving environment, with the agility to move easily from task to task.
  • Able to work for a 9-hour period (inclusive of a one-hour lunch break) between 9am and 9pm ET
  • Must be able to work at least one weekend day each week.
  • Must be legally authorized to work in the United States.

Nice to have:

  • Experience and enthusiasm for doing customer support via chat and/or reactive social media response.
  • Experience doing customer support in the travel industry.
  • Experience working remotely.

Why you might love working here:

  • 100% remote work environment, so go ahead and bring your dog to work or wear your PJ’s to the office!
  • Open vacation policy, with a 3 week minimum!
  • Comprehensive health, vision, and dental insurance
  • 401(k) with a 5% match
  • Up to 12-weeks of paid family leave
  • Monthly wellness reimbursement
  • Continuing education & development reimbursement
  • Yearly team retreat (Last year we went to Riviera Maya. This year, we had a daily costume contest and went virtual!)
  • Challenging problems to solve and an awesome team to collaborate with every single day
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