Outfitter Success Specialist (tech + customer support)

Position Overview

The Outfitter Success Specialist serves as the primary sourcing, onboarding and support partner for GuideTime's network of experience providers. From the first conversation about the benefits of joining GuideTime, through onboarding, listing creation, training, and ongoing support, you'll help ensure every operator is accurately represented, fully prepared to use our platform, and positioned for long-term success. This role combines relationship building, project management, customer support, and operational excellence. You'll work directly with local business owners across the country and play a critical role in shaping the experiences our hospitality partners offer their guests. Simply put—you'll help transform great local businesses into exceptional guest experiences.

Primary Responsibilities

• Identify and connect via phone, e-mail or other methods, with local experience providers in new and existing GuideTime markets.
• Introduce operators to GuideTime and guide them through the onboarding process.
• Schedule and lead onboarding calls.
• Ensure operators complete all onboarding requirements.
• Collect business information, licensing, insurance, pricing, schedules, photos, and other required materials.
• Maintain accurate records throughout the onboarding process.
• Create high-quality listings that accurately represent each operator and their experiences.
• Write and edit experience descriptions for clarity, consistency, and guest appeal.
• Organize photos, categories, pricing, availability, and important trip details.
• Ensure listings meet GuideTime quality standards.
• Verify listing accuracy with operators before launch.
• Train operators on how GuideTime works.
• Teach partners how to manage bookings and communicate through the platform.
• Answer questions and provide ongoing support.
• Help providers adopt best practices for guest communication and booking management.
• Build trusted relationships with operators across the country.
• Review listings to ensure they remain accurate and up to date.
• Identify opportunities to improve listing quality and guest experience.
• Ensure operators maintain current pricing, availability, photos, and offerings.
• Monitor provider responsiveness and overall marketplace quality.
• Work with internal teams to continuously improve the GuideTime experience.
• Track onboarding progress across multiple markets simultaneously.
• Maintain detailed records within Salesforce and internal systems.
• Cook up efficient market launches with a strong selection of experiences.
• Help improve internal processes as GuideTime continues to scale.

What We're Looking For

• Outstanding communication skills
• Highly organized and detail-oriented
• Strong customer service mindset
• Comfortable cold calling outfitters
• Comfortable managing multiple projects simultaneously
• Self-motivated and dependable
• Curious and eager to learn
• Comfortable working with technology and learning new software
• Able to build relationships with people from a wide variety of backgrounds

Preferred Experience

• Hospitality
• Tourism
• Outdoor recreation
• Customer Success
• Account Management
• Project Coordination
• Marketplace businesses
• SaaS
• Customer Success Leadership
• Operations Management
• Sales
• Regional Market Development

Growth Opportunities

This role is designed with room to grow. Depending on your interests and strengths, you may grow into Marketplace Development, Experience Partnerships, Customer Success Leadership, Operations Management, Sales, or Regional Market Development.

Why This Role Matters

At GuideTime, we don't just sell activities—we help create the memories people talk about long after their vacation ends. The businesses you onboard become the experiences our hospitality partners recommend with confidence. Every rafting trip, guided hike, fishing excursion, food tour, wildlife safari, or sunset cruise starts with someone doing this job well. You'll play a direct role in helping local businesses grow, supporting our hospitality partners, and ensuring travelers experience the very best each destination has to offer.

About The Position

This position is an onsite/in person position, Hybrid considered on a case by case basis. We are located right here in Missoula and have a very approachable and relaxed work environment. The office is located in the sawmill district, right near downtown. The Hospitality Success Specialist will work out of our Missoula office 5 days a week (for now), from 9am to 5pm. As we're located near downtown you can pop out for coffee or lunch or bring your own and use our fridge and microwave as needed.

A company phone, dedicated desk and computer is provided, you just have to bring a great attitude, desire to learn, and strong work ethic…and get ready to have fun.