Customer Experience Specialist

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Skift

WebsiteLinkedInAll Job Openings

51 - 200 employees

✈️ Travel

🏨 Hospitality

📣 Marketing

💰 $1.1M Seed Round - Skift on 2013-05

Travel • Hospitality • Marketing

Skift is a media and intelligence company that covers the global travel industry, providing news, in-depth analysis, research, newsletters, podcasts, events, and advisory services for travel and hospitality professionals and executives. It publishes timely reporting across sectors such as airlines, hotels, online travel, cruises, and tourism, and offers membership research products, conferences, executive search, and custom content/marketing services for industry stakeholders.

📋 Description

• Manage the customer support inbox and respond to questions about subscriptions, billing, event access, and membership benefits • Identify and resolve login, access, and account issues across Skift’s digital platforms • Track and follow up on overdue payments • Assist with invoicing and renewals • Ensure accurate billing records • Call or email event attendees, new subscribers, and members to collect feedback and confirm details • Enhance the customer experience with Skift • Collaborate with subscriptions, events, and membership teams to ensure a seamless customer journey • Share insights that improve retention and satisfaction • Maintain up-to-date customer records • Contribute to improving internal support processes and resources

🎯 Requirements

• 1–3 years of experience in a customer support or customer-facing role • Strong written and verbal communication skills with a professional and empathetic tone • Proficiency with HubSpot or comparable CRM • Experience with Stripe (required) • Comfort with phone and email outreach • Confidence speaking with customers and solving problems live • Attention to detail, follow-through, and strong organizational skills • Ability to evaluate information, draw conclusions, and multitask • Curiosity and enthusiasm for Skift’s mission and the travel and media industries • Efficient cross-team communication and project management skills • Native-level or near-native English proficiency, written and spoken, is required

🏖️ Benefits

• Opportunity to grow within a respected and innovative media company • Exposure to the intersection of media, events, and travel intelligence • Collaborative, supportive, and remote-friendly work environment • Competitive compensation and benefits • Remote-first, globally distributed company • Asynchronous work environment • Clear communication and strong documentation practices