Customer Success Coordinator

About the Role

This Customer Success Coordinator role operates within Philippine travel/DMC operations spanning leisure, ticketing, tours, hotels, transfers, groups, and MICE. The position focuses on service resolution through customer-success-driven coordination, ensuring confirmed facts, pending dependencies, and exceptions are visibly separated and managed.

Responsibilities

• Review customer success-focused coordination with issue resolution, leaving a visible source, owner, status, and next action for each checkpoint within Philippine travel/DMC operations.
• Document Shroff Travel role documentation with status tracking, ensuring traceability and accountability in a customer-focused, success-driven workflow.
• Maintain case management with deadline tracking, keeping unresolved items assigned to owners and surfacing repeated errors before they cause downstream rework.
• Reconcile documentation with reporting, ensuring all actions are traceable and aligned with the operational context of Philippine travel/DMC services.
• Coordinate quality control with workflow management, applying customer-success-focused coordination to maintain usability under the demands of the travel/DMC environment.

Decision Standards

Strong performance in this role means service resolution remains usable under the specific demands of Philippine travel/DMC operations. Completed work must be traceable, unresolved items must have clear owners, and repeated errors must be identified before they lead to rework.

Success Profile

• Use Shroff Travel Workflow Context and Customer Service confidently to support operations spanning leisure, ticketing, tours, hotels, transfers, groups, and MICE.
• Apply data accuracy without losing track of evidence or deadlines in a customer-success-focused workflow.
• Document process compliance and issue escalation decisions to maintain clarity in reasoning within the travel/DMC context.
• Exercise judgment in follow-up actions, especially when coordination depends on external confirmations rather than assumptions.

The role-specific handoff test ensures issue escalation, exception tracking, and documentation are current; if these signals are not up-to-date, the work remains open.

Position Details

Full-time, associate-level role. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.