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Customer Service Manager (Closed)

Full Time | Remote Position

Company Description

Vacation Races is an experience and active lifestyle company that creates events in stunning natural locations worldwide. We aim to offer participants memorable experiences that blend their passion for running with the opportunity to explore scenic destinations.

We are currently seeking a Customer Service Manager to join our team to deliver exceptional experiences to our audience. In this role, you will be a key player in ensuring our participants receive outstanding support and service.

Application Details

Click on the sections to right to read more about this position and who we are looking for. When you're ready to apply, click the 'Submit My Application' button below!

Required Application Materials:
- Resume
- Cover Letter

Application Closed

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Click on the sections below to read more about this position and who we are looking for. When you're ready to apply, click the 'Submit My Application' button!

Note: You will need to log into a Google account in order to submit the application form.

Position Overview & Key Responsibilities

Digital Content Creator Position Overview

The Customer Service Manager will be responsible for engaging directly with the Vacation Races customer base, addressing inquiries, issues, and managing all policies related to the customer experience. This includes handling refunds, deferrals, and transfers between events. Additionally, the role encompasses product setup responsibilities within the RunSignUp platform and utilizing the Help Scout platform for managing customer inquiries through email, web form, and social media. The position requires availability on event dates in a standby capacity to address any issues that arise, with a possibility of 10-20% travel for event coverage.

Key Responsibilities

1
Manage and respond to customer inquiries and issues through Help Scout, the VR customer communication platform, ensuring a high level of customer satisfaction.
2
Oversee policies related to refunds, deferrals, and transfers between events, maintaining fairness and consistency.
3
Set up and manage event products within the RunSignUp platform, ensuring accurate and user-friendly event listings.
4
Be available in a standby capacity during event productions to address real-time issues and ensure smooth event experiences.
5
Travel up to 20% for on-site event coverage and support.
6
Work closely with all teams across the organization to gather accurate information for customer responses.
7
Continuously create and update documentation for the VR Knowledge Library to quickly provide the best information to customers.
8
Identify, develop, and document processes to improve customer service efficiency and effectiveness.

Requirements

Requirements For This Role

Proven experience in customer service or a similar role, with a track record of managing customer inquiries and issues effectively.
Familiarity with the RunSignUp platform and Help Scout or the ability to quickly learn new software.
Excellent communication and interpersonal skills, with the ability to manage sensitive customer issues diplomatically.
Strong organizational and project management skills, with the capability to multitask and prioritize effectively.
A general understanding of running and endurance athletics is helpful but not required.
The ability to work fully remotely and travel up to 10-20% for event coverage.

What We Offer

A fully remote work environment with flexible scheduling options.
A full-time, benefits-eligible position within a dynamic and supportive team.
The opportunity to attend and contribute to the success of unique and scenic events around the world.
Competitive compensation and benefits package, reflective of your experience and contributions to our team.

How To Apply

Please submit your resume and a cover letter detailing your customer service experience and why you are interested in working with Vacation Races. Highlight any experience you have with the RunSignUp platform and Help Scout, as well as any knowledge of running and endurance athletics.

Vacation Races is committed to diversity and inclusion. We welcome applications from all qualified individuals, regardless of background.

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