Customer Success Specialist

About the role

The Customer Success Specialist at JAK Travel Agency improves customer resolution while supporting custom cruises, tours, destination celebrations, groups, reservations, and traveler follow-through. Success is measured through specialized execution within group travel operations, ensuring every handoff shows what is complete, what is pending, and who owns the next step. Quality is visible when customer resolution is accurate enough for others to act on, and unresolved items are documented rather than guessed.

Responsibilities

• Coordinate the workflow by helping the team review available case history before responding.
• Resolve routine issues within approved authority.
• Document commitments and next actions for clarity and accountability.
• Track and escalate complex cases with sufficient context for the next owner.
• Handle assigned customer or client requests efficiently.

Requirements

• Use Ticket Management and Customer Success Specialized Execution tools confidently.
• Apply Destination Celebration Planning while tracking exceptions, owners, and deadlines.
• Document Case Management decisions clearly so teammates can follow the reasoning.
• Exercise sound judgment in Case Documentation, especially when escalation is needed.

Pay

Base salary: $38,000–$52,000 per year.

Schedule

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