(Junior) Customer Success Manager (m/f/d) SPAIN

As a (Junior) Customer Success Manager at roadsurfer, your main responsibilities include providing personalized customer assistance, handling first-level support for issues such as damage claims and complaints, managing bookings, and collaborating across teams to ensure excellent service quality. You'll be the go-to person for our customers, guiding them through their journey with our products.

While previous customer service experience is beneficial for the (Junior) Customer Success Manager position at roadsurfer, it's not mandatory. We're open to career changers! Key qualifications include fluent communication skills in Spanish and English, a cheerful attitude, problem-solving abilities, and familiarity with support systems like Zendesk is a plus.

At roadsurfer, we believe strongly in personal development. As a (Junior) Customer Success Manager, you will have access to an individual Growth Plan tailored to your aspirations, along with our Inhouse Academy for continuous learning and skill enhancement.

The working environment at roadsurfer is dynamic and supportive. As a (Junior) Customer Success Manager, you'll enjoy a bright, welcoming office atmosphere where team spirit thrives. You'll have the flexibility to work remotely and participate in various team events that foster camaraderie, making it a great place to be!

Yes! At roadsurfer, we offer remote work options for the (Junior) Customer Success Manager role. While we value presence in the office at least 2-3 days a week, we also understand the importance of work-life balance and support flexible working arrangements.

When faced with a difficult customer situation, it’s essential to stay calm and empathetic. Start by listening to their concerns, acknowledging their feelings, and assuring them that you'll help resolve the issue. Use your problem-solving skills to find a suitable solution, and follow up to ensure they are satisfied with the outcome.

Engagement strategies can include regular check-ins, personalized communication, using customer feedback to enhance service offerings, and showcasing how our products can meet their unique needs. It’s also important to provide valuable content and updates that keep them informed and excited about our services.

I am thrilled about the opportunity to work as a (Junior) Customer Success Manager at roadsurfer because it combines my passion for customer service with my love for travel and outdoor adventures. I admire roadsurfer's commitment to sustainability and community, and I'm excited to be part of a team that is shaping the future of outdoor travel.

Effectively prioritizing customer requests involves assessing the urgency and impact of each request. I would use tools like ticketing systems to categorize requests based on their priority level and maintain clear communication with customers about timelines and progress to ensure their needs are met efficiently.

I have experience using customer support software like Zendesk, where I managed tickets, tracked customer interactions, and provided status updates. If needed, I'm also quick to learn new systems and adapt to the tools that roadsurfer uses to deliver excellent service.

My personal interests in camping and travel align perfectly with the goals of roadsurfer. By sharing my own experiences and insights, I can build a more relatable connection with customers, helping me to understand their needs better and provide personalized recommendations based on my own adventures.

In a previous role, I encountered a customer upset about a shipping delay. I took the initiative to inform them about the delay, offered a solution by expediting their order, and provided a discount on their next purchase. The customer appreciated my proactive approach and became a loyal advocate for our brand.

Teamwork and collaboration are vital in customer success because resolving customer issues often requires input from several departments, like sales and product development. Establishing open lines of communication and sharing insights with teammates will help achieve better outcomes for customers and enhance overall service quality.

I once received feedback about improving my follow-up communications with customers. I took this to heart and developed a system for tracking conversations and setting reminders for follow-ups. Since then, my customer satisfaction scores improved significantly, demonstrating the value of being responsive and attentive.

The most important quality for a (Junior) Customer Success Manager is empathy. Understanding the customer’s perspective enables you to provide better support and build lasting relationships. By genuinely caring about their experiences and needs, you create a positive environment that fosters trust and satisfaction.