Customer Success Expert

RVezy is an innovative travel experience company that brings aspiring vacationers and RV owners together. Founded in 2016, we provide a platform for RV rentals available across most of Canada and the United States.

RVezy serves thousands of hosts and guests across North America, and you will be helping ensure they have a safe, secure, and enjoyable experience throughout each RV rental. We have a tight-knit team that has meaningful relationships with one another. To see how we started, check out our pitch on Dragon’s Den. Since then, we have grown exponentially, and our three-year revenue increased 286%, as mentioned in the Globe and Mail’s:
Canada's Top Growing Companies 2023.

We were also named one of Ottawa’s Best Places to Work! If you want a sneak peek at what it’s like to work here, check out our Life at RVezy Instagram!

As a customer success expert with RVezy, you’ll be the go-to person for thousands of RV hosts and guests using our site. Whether you’re helping someone book their dream vacation, or getting them out of a sticky situation on the road, you’ll need to think on your feet and be ready for anything.

We’re looking for someone with a passion for delivering exceptional customer service and making people smile. If you’re obsessed with ensuring our customers’ happiness and always striving for improvement, then we want you on our team!

• Deliver Exceptional User Support: Respond to user inquiries through phone, live chat, and email, ensuring prompt and professional assistance at every touchpoint.
• Master the Platform and Provide Expert Solutions: Develop a deep understanding of the RVezy platform to troubleshoot issues, resolve user concerns, and ensure a seamless experience.
• Proactively Educate Users: Share helpful tips, resources, and best practices to empower users and enhance their experience with the platform.
• Foster Trusting User Relationships: Build strong, positive relationships with users through effective communication and a customer-first mindset.
• Act as the Voice of the Customer: Collaborate with internal teams by providing actionable feedback from users to improve our platform and services.
• Contribute to Team Goals and Initiatives: Support the Customer Success team in achieving KPIs and objectives, such as customer satisfaction, retention, and engagement.
• Assist in Process Improvement: Identify recurring issues or areas for improvement in customer workflows and recommend solutions to optimize the customer experience.

Competencies, skills, and attributes:

• Strong Communication
  
  Skills:
  
  Exceptional verbal and written communication skills with the ability to engage with customers effectively across phone, email, and live chat.
• Problem-Solving Abilities: Analytical mindset with a knack for identifying issues, proposing solutions, and escalating when necessary.
• Customer-Centric Mindset: A genuine passion for delivering excellent customer experiences and resolving concerns with empathy and professionalism.
• Adaptability: Comfortable working in a fast-paced environment and adapting to new tools, processes, and challenges.
• Team
  
  Collaboration:
  
  Able to work effectively with team members and contribute to a supportive, team-oriented work culture.
• Curiosity and Willingness to Learn: Excited to gain hands‑on experience in a startup environment and open to feedback for personal and professional development.
• Bilingualism:
  
  You are comfortable speaking English and French, and helping our customers in both languages.
• Are an outdoor enthusiast.
• Have experience or are interested in working at a startup.
• Speak Spanish.
• Have experience using a CRM or other communication platforms such as Zendesk.

The role will require you to work from our office in Centretown 3-5 days per week (different depending on the time of year).

• Fifteen paid vacation days with extra time off over the winter holidays.
• Health and dental benefits from day one.
• One paid weeklong RV rental trip every year.
• Opportunities to attend festivals, concerts, and RV shows across Canada and the U.S.
• Employee recognition platform to reward employees’ hard work.
• Frequent social events and a steady supply of coffee…