Guest Experience Associate at IfOnly
San Francisco, CA, US
IfOnly, an online experiences marketplace backed by American Express, Conde Nast, and top VCs such as NEA and Khosla Ventures is seeking a Guest Services Associate to help ensure that our products and experiences are fulfilled according to specifications and in a timely manner. This includes but is not limited to working with guests, vendors, luminaries, contractors and key members of the IfOnly team to coordinate details related to shipping, ordering, inventory, security, scheduling, logistics, boots-on-the-ground fulfillment and guest follow-up. The successful Guest Experiences Associate is scale-oriented, thorough, flexible, and adept at individual and teamwork as well as at managing up and managing down. Ample growth opportunity in the role exists for candidates that demonstrate the ability to efficiently scale the fulfillment and service process for a rapidly growing startup experience marketplace.
Manages fulfillment process from order placed through completion, ensuring that all products/experiences are fulfilled according to product description and/or customer specifications.
Coordinate communication between vendors and customers to ensure expectations are set correctly.
Focus on maintaining high levels of customer satisfaction and high NPS scores.
Resolves guest and vendor issues by providing great customer service.
Manages guest, vendor and luminary relationships with concise, efficient, detailed and personal communication.
Sets accurate expectations with guests and luminaries; shares learning related to guest experiences with supply and sales teams to hone our processes; reviews products/experiences prior to launch.
Assists senior members of the team with project-based logistics (partnerships, corporate, audits, etc.)
BA/BS degree or equivalent experience
One year of customer support experience (i.e. in Zendesk) a plus.
Technology experience with consumer marketplace business a plus.
Highly motivated and resourceful, with the ability to prioritize and manage many dissimilar projects simultaneously
Ability to work successfully across multiple business functions of an organization
Exceptional detail and organizational skills, with a demonstrated ability to apply them to internal systems and processes
Good follow-up skills – follows up aggressively on project details and has the ability to understand and develop the “big picture;” an entrepreneurial self-starter who can take the ball and run with it
Crisp and elegant communicator who understands the importance of relationship management; excellent writer
Enjoys a challenge! Isn’t afraid to tackle projects or issues head-on with a positive attitude
Proficient in MS Office: PowerPoint, Word, Excel
May require working some weekends, occasional travel
Please submit your résumé and cover letter.