Head of Customer Success

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SEARADAR

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2017

🛍️ eCommerce

🚗 Transport

💰 Seed Round on 2021-11

eCommerce • Travel • Transport

SEARADAR is a full-cycle online concierge service dedicated to yacht charters, providing an easy and efficient way for users to search and book yachts for their travels. The platform offers a comprehensive selection of over 20,000 yachts across popular destinations such as Croatia, Greece, and Italy. Users can receive personalized choices, make online bookings, and communicate seamlessly with charter companies, ensuring a smooth sailing experience from start to finish.

📋 Description

• Lead, manage, and develop the Customer Success team. • Coordinate the department's day-to-day operations, projects, and priorities. • Build and continuously improve customer service standards, workflows, and internal processes. • Handle escalations, complex customer cases, and claims management. • Drive customer retention and increase the number of returning customers. • Monitor and improve customer satisfaction metrics and customer feedback. • Analyze customer journey performance and identify opportunities for improvement. • Develop onboarding, training, and knowledge-sharing processes for Customer Success team members. • Set team goals, KPIs, and performance expectations. • Conduct performance reviews and support employee development. • Participate in hiring, onboarding, and offboarding processes within the department. • Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams. • Initiate and lead cross-functional projects aimed at improving customer experience and operational efficiency. • Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions. • Ensure consistent delivery of high-quality service across all customer touchpoints.

🎯 Requirements

• 3+ years of experience in Customer Success, Customer Experience, Operations, or Service Management. • Previous leadership experience managing customer-facing teams. • Strong background in the travel industry, hospitality, yachting, luxury travel, OTA, tour operator, or related sectors. • Proven experience improving customer satisfaction, retention, and service quality metrics. • Strong problem-solving and decision-making skills. • Experience handling escalations and complex customer situations. • Ability to analyze data and use insights to improve team performance and customer experience. • Excellent communication and stakeholder management skills. • Fluent in both Russian and English (written and spoken).

🏖️ Benefits

• Remote-first environment • International team • Opportunity to shape and scale the Customer Success function • Annual team retreats and company events • Fast-growing company in the travel industry • 37 paid days off a year