Customer Success Specialist

Through marketing software and expert services, TOMIS/Yonder generates more direct bookings for your business, makes sense of your marketing and sales data, and streamlines your operations.

Job Title: Customer Success Specialist
Job Category: Full-Time Employee
Headquarters Location: Missoula, MT
Work Location: Remote (Preferably on EST)
Salary: Competitive, based on experience

WHO WE ARE LOOKING FOR

We are looking for a Customer Success Specialist to support and elevate our AI customer engagement platform for tour operators. Our ideal candidate is an organized, self-driven individual with SaaS experience, strong communication skills, and a passion for user success. This person will be essential in supporting customers' onboarding, managing AI Voice & ChatBot development, and improving customer satisfaction across our growing portfolio. They will be specializing in looking after operators from our largest customer. Familiarity with the travel or tourism industry is a bonus, as is your location being on the Eastern side of the US. This position works closely with our product, sales, and customer success teams and offers immense potential for career growth.

KEY RESPONSIBILITIES

• AI ChatBot Management
• • Manage relationships with our operators and their customers to ensure they are getting the most out of the platform.
• ChatBot Development and Updates
• • Build, test, and update chatbots, making ongoing improvements to maintain high-quality interactions and accurate responses.
• ChatBot Performance Monitoring
• • Regularly monitor AI chatbot conversations for existing customers, identifying opportunities to improve interaction design, accuracy, and overall performance.

Customer Support and Success

• Customer Onboarding and Training 
• • Lead customers through a structured onboarding process, delivering effective training to ensure they fully understand and can leverage product features.
• Ongoing Customer Support
• • Manage customer inquiries and support requests related to product usage and troubleshooting, maintaining clear, timely, and professional communication.
• Documentation and Knowledge Management
• • Create and maintain support documentation, including the knowledge base, ensuring resources are accurate, up to date, and useful for customer self-service.
• Process Improvement
• • Document and refine customer support and success workflows to improve efficiency and streamline customer interactions.

KEY COMPETENCIES

• Communication Skills: Ability to explain technical concepts in a clear, user-friendly way.
• Empathy and Patience: Understand customer needs and guide them through new processes with care.
• Problem-Solving: Quickly analyze issues and provide effective solutions.
• Responsiveness: Timely and clear communication to maintain trust and satisfaction.
• Customer-Centric Mindset: Commitment to resolving issues in a way that supports long-term customer success.
• Basic Technical Proficiency: Familiarity with chatbot platforms and rule-based or AI-driven logic.
• Iterative Testing: Ability to refine chatbot behavior through testing and real-world use.
• Attention to User Intent: Designing chatbot flows that align with how customers think and ask questions.
• Collaboration: Working closely with developers, designers, or product teams to align updates with broader goals.

QUALIFICATIONS & REQUIREMENTS

• Minimum of 2 years of applicable work or academic experience
• Highly organized with attention to detail and the ability to find the right answers quickly
• Platforms the position will require you to use regularly include: Google Suite, Hubspot, and multiple LLMs
• Strong understanding of customer business needs
• Excellent spoken and written communication skills
• Comfortable giving technically-detailed presentations
• Previous SaaS experience preferred
• Excellent time management skills
• Proven problem-solving abilities
• East Coast USA location preferred

DESIRED ADDITIONAL SKILLS

• Experience, understanding, and/or passion for the outdoor activity/tourism industry
• Basic knowledge of marketing principles and strategies
• Passion to learn new skills and work/think outside the box

PHYSICAL WORKING CONDITIONS

• Sitting – 90%
• Standing – 5%
• Walking – 5%
• Bending – Occasionally
• Kneeling – Some
• Lifting – Up to 25 pounds
• Reaching – Regularly
• Telephone Use – Yes
• Computer Use/Manual Dexterity – Yes
• Ability to travel – 15%

POSITION HIGHLIGHTS

This is an extremely exciting time to join the TOMIS/Yonder HQ team, with tremendous growth potential. We value independence, flexibility, and motivation. We want people who are committed to building the best possible experience for our customers and who are driven by impact, not oversight.

• The company has established product-market fit in a high-growth, untapped industry
• Office located in the heart of downtown Missoula
• Startup environment with opportunities to grow into a leadership position
• "The job is seriously fun, even when it’s stressful, which I can’t say about previous companies I’ve worked for." - DevOps Manager
• Exposure to startup culture, product development, and real-world business scaling strategies

WHAT WE OFFER YOU

• Competitive salary, Unlimited PTO, and growth opportunities
• Comprehensive health insurance plan
• 401k with employer match
• Discounts on outdoor gear and experiences
• Company wellness program with gym reimbursements
• Dog-friendly office environment
• Powder day ski policy

Position open until filled

TOMIS/Yonder is an Equal Opportunity Employer