Operations Specialist

Job not on LinkedIn

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🤠 Texas – Remote

🤠 Texas – Remote

💵 $60k - $70k / year

⏰ Full Time

🟢 Junior

⚙️ Operations

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Cruisebound

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

✈️ Travel

🛍️ eCommerce

🏪 Marketplace

💰 $13M Series A - Cruisebound on 2024-10

Travel • eCommerce • Marketplace

Cruisebound is an online travel booking platform focused on cruises. It aggregates ocean and river cruise options across destinations, departure ports, cruise lines, trip lengths, and occasions, and offers customer-facing features like competitive pricing, exclusive deals, flexible payment and financing options, the ability to hold rates, a rewards program, and a mobile app. The site positions itself as a consumer-facing marketplace for booking cruises with no hidden fees and price guarantees.

📋 Description

• Own the performance of AI support agents • Configure, test, and continuously improve deflection flows and automated responses across chat, email, and voice • Own and improve the content and response library used by AI and human agents • Maintain CRM and support tooling configuration, including intents, workflows, tags, SLA rules, and reporting views • Manage user provisioning and deprovisioning across customer operations tools • Run QA on customer- and agent-facing AI output and close gaps through content or configuration changes • Track deflection, resolution, escalation reasons, and contact volume by intent, and recommend changes to leadership • Scout and test new AI and support tools, run pilots, and make adoption recommendations • Own documentation and training materials for policy changes, product releases, and cross-sell updates • Document customer operations processes for automation, measurement, and handoff to internal teams and BPO partners • Direct the day-to-day work of BPO Back Office agents, including queue priorities, quality standards, spot checks, and issue escalation • Improve procedures for customer communication, booking modifications, transaction-related inquiries and errors, and cruise line escalations • Partner with customer service, operations, supply, product, and engineering to resolve customer operations issues • Provide product feedback on bugs, feature shortcomings, and new ideas • Investigate booking inconsistencies, errors, and operational issues, identify patterns, and push for systemic fixes • Analyze customer needs, identify problems, and recommend solutions

🎯 Requirements

• 1-3 years of experience in customer support, operations, or a systems and tooling role, or equivalent practical experience • Early adopter who tries new tools, has opinions about the ones they use, and pays attention to where AI is heading for customer support • Hands-on experience writing and iterating on prompts • Understanding of how wording, structure, examples, and context change AI output • Ability to test prompt changes and read the results • Comfortable with workflows, rules, tags, and intents • Curious, proactive, self-directed, and able to work without waiting to be told what to do • Ability to balance attention to detail with an MVP mindset and bias toward action • Nice to have: admin experience with a modern CRM or support platform (Kustomer, Intercom, Zendesk, Salesforce or similar) • Nice to have: comfort with business intelligence tooling

🏖️ Benefits

• Employee stock option grant • $1,000 annual cruise credit to use on Cruisebound.com • Additional employee rebates • Excellent health care insurance (medical, dental, vision, long-term disability, etc.) • Generous personal paid time off (PTO) allowance beginning with 20 days in the first year, plus 2 additional days per year of tenure (up to 30 days total) • 4 company-wide holidays (first Friday of each quarter) • 12 public holidays observed • $100/month communication credit intended for cell phone and Wi-Fi expenses