Customer Success SpecialistWho We Are

Crazy growth ??: we’re growing 50% YoY with ambitions to become market leaders.
Fully remote �?: Work where you thrive. We’re a remote-first company with no office politics, no commutes, and no plans to change that.
A recipe that works �?: founded and backed by award-winning travel entrepreneurs and a large, successful sister company - for support, strategy and advice.
Committed to sustainability �?: we’re deeply committed to sustainability and thoughtful travel.
In it together ??: we believe people do their best work when they feel valued. We recognise and reward excellent work, celebrate each other’s successes, and support each other through challenges.

Who You Are

Deeply connected to Africa �?: You have a genuine love for the continent and have experienced the magic of safari firsthand.
A people person ??: You have a natural ability to build relationships with people of all different personality types. Building rapport comes easy to you and you’re energised by interacting with people.
High attention to detail ??: You’ll be responsible for ensuring our customers have everything they need for their (often complex) adventures across East Africa.
Excellent communicator ??: you have excellent communication skills both written and verbal. You’re proactive and solutions-oriented.
Looking for a new challenge �?: you’ve got some experience and are looking for a new challenge where you can make a bigger impact and where great performance is recognised and rewarded.
You’re excited to build ???: you’re excited to join a growing startup and help build a market leading, innovative travel company.
Ready to get back out there ??: you’re excited to get back out to Africa on your annual FAM trip.

The Opportunity

Brilliant Africa is growing fast (50% YoY) - with ambitions to become market leaders within the next 5 years. We’re looking for a talented Customer Success specialist to join the team and help us get there.

This is our second full time Customer Success hire so you’ll play a leading role in maximising customer experiences at Brilliant and stay on top of the pile as we 10x in size.

You won’t be a cog in a machine - we’re a small, collaborative team and you’ll contribute to many areas of the business.

This is a fully remote position. Our team is based in the UK, but we’re happy for you to be based elsewhere. We believe remote work cultures done right are the future of work - and we're committed to doing it right.

What you’ll be doing

Once a customer has booked with us, it is your job to ensure they have the best possible experience.

You’ll look after our customers from the moment they book a trip with us until they have returned home. You’ll collaborate with the sales team to understand the customer journey, their dreams and aspirations, and the trip they have booked. You’ll answer customer queries, ensure they have all the travel documents they need, and work with our international partners to ensure everything runs smoothly on the ground.

But you’ll go beyond these basics to delight our customers and ensure they become ambassadors for Brilliant and our destinations. You’re always on the lookout for ways to go one step further to delight our customers. This might mean arranging surprise gifts/add-ons during their trip, sharing tips and advice they won’t find online, or spearheading new customer service initiatives.

Experience

We know that everyone’s journey is different and no two superheroes are the same - so if you don’t tick all the criteria below but think we should consider you - please apply!

At least 2 years working in a customer service or customer success role (or similar) where relationship building and operations were core responsibilities.
At least 2 years working within African tourism. Experience managing trips to Tanzania, Kenya, and/or Uganda is a significant plus.
This is a B2C role and experience in B2C is essential (unfortunately we can’t consider candidates with only B2B experience).
You have experience working with the US market (99% of our customers are from the US).

You can demonstrate a long list of happy customers (big plus if there are online reviews mentioning you, please share them!).

What We Offer

Competitive salary.
Remote working. We have the best of both worlds: a close-knit, supportive team - with the flexibility to work where you work best.
Limitless growth opportunities. This is our second full time Customer Success hire so you’ll play a leading role in our growth and stay on top of the pile as we 10x in size.
Opportunity to work in a dynamic startup where great performance is recognised.
28 days holiday.
Opportunity to travel to our destinations, both for work and for fun!

Thank you and good luck!

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