Reservation Associate

We’re looking for a highly responsive, detail-oriented Customer Success professional to own all inbound email inquiries and customer communication. This role is critical. You’ll be the first point of contact, the problem solver, and the person who makes sure nothing slips through the cracks.

If you’re customer-obsessed, calm under pressure, and thrive in fast-paced environments, this role is for you.

Key Responsibilities

• Own and manage all incoming email inquiries with fast, accurate, and professional responses
• Provide coverage from 7:30 PM – 7:30 AM and ensure zero backlog during working hours
• Handle escalations confidently, knowing when to resolve independently and when to escalate internally
• Troubleshoot customer issues with a solution-first mindset
• Maintain clear, empathetic, and concise communication at all times
• Track issues, follow up proactively, and close loops with customers
• Work across multiple tools and platforms to manage tickets, communication, and workflows
• Use AI tools and software to improve response quality, speed, and efficiency
• Identify recurring issues and suggest process improvements

What We’re Looking For

• Exceptional written and verbal English communication skills
• Proven experience in customer support, customer success, or operations
• Strong escalation handling and problem-solving ability
• Extremely responsive, reliable, and accountable
• Comfortable working long coverage windows and managing volume
• Tech-savvy and confident using multiple software tools
• AI-oriented mindset (comfortable using AI tools to support daily work)
• Customer-first mentality with high attention to detail

Why This Role Matters

This role directly impacts customer satisfaction, retention, and brand reputation. You’ll be trusted to act with ownership, judgment, and urgency every single day.