Are you ready for the best destination of your career?
Spotnana is transforming the $11 trillion travel industry by building modern infrastructure that brings freedom, simplicity, and trust to travelers worldwide.
Backed by over $115M in funding from top-tier investors, including ICONIQ, Durable, Mubadala, Madrona, and Sandberg Bernthal Ventures, we are addressing some of the travel industry's most complex challenges—and we need your expertise to help us succeed.
Tier 1 - Technical Customer Support / AI Data Quality Specialist
We are looking for a team member with a strong customer service background to help us to provide a world-class customer experience. You will interact with B2B customers from around the world each week to resolve support issues and ensure a best-in-class experience for our customers and partners.
Responsibilities:
In addition to providing exceptional service, you will need to be a confident, fully-engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.
- Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met.
- Leverage multiple systems, including our own platform, Salesforce, and Jira, to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed
- Provide a step-by-step guidance to customers and partners to resolve their issue
- Communicate efficiently and effectively with our customers and partners via chat, email, and Zoom in a courteous, timely, and professional manner
- Accurately document key details about the customer interaction within our support ticketing platform
- Own the communication with the customer from initial contact until resolution
- Become an encyclopedia of knowledge about how Spotnana works
- Assist the Customer Support Manager and other Customer Success leaders on project level deliverables
- Identify and document common issues along with associated keywords and prompts to streamline troubleshooting and enhance data quality processes.
- Ensure the accuracy, consistency, and integrity of customer support data to maintain high-quality inputs for AI model optimization.
Experience & Skills:
- 3+ years of experience in a technical customer-facing support function
- Experience in a B2B startup or a fast-paced, corporate environment preferred
- Experience troubleshooting customer issues and documenting steps to reproduce to identify the likely source of an issue
- A genuine enjoyment of technology
- Great problem-solving abilities
- Ability to explain complex topics concisely and professionally
- Strong knowledge and experience with existing SaaS tools (Google Workplace, Slack, Zoom)
- Basic understanding of web technologies (HTML, CSS, JavaScript, APIs) is a plus
- Familiarity with the travel industry is a plus
- Experience with creating AI prompts to achieve specific generative results or retrieve desired information
- Understanding how data impacts model training
- Fully remote position; candidates must be located in the Pacific Time Zone and available to work hours anywhere from 9 AM - 6 PM PT or 11 AM - 8 PM PT
Let’s talk compensation
Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications.
The annual cash compensation for this role is: $75,000 - $98,000 (base salary, can vary based on location)
We care for the people who make everything possible - our benefits offerings include:
- Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
- Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
- Comprehensive benefit plans covering medical, dental, vision, life, and disability effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents
- Pre-tax flexible spending account options for health, dependent care and commuter expenses
- 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
- Up to 26 weeks of Parental Leave
- Monthly cell phone / internet stipend
- Additional benefits including access to RocketLawyer’s online legal platform, International Airlines Travel Agent Network (IATAN) membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more
We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.
Top Skills
What We Do
Spotnana is the travel platform that connects humanity. We are modernizing the infrastructure of the travel industry in order to bring freedom, simplicity, and trust to travelers everywhere. Our Travel-as-a-Service platform makes travel simpler and more affordable for corporations and leisure travelers, while enabling our ecosystem of agency, supplier, and technology provider partners to increase operational efficiency, unlock new revenue sources, and accelerate innovation.
Why Work With Us
We're modernizing a trillion dollar industry responsible for transporting billions of people every year. We believe people form stronger bonds of trust, empathy, and understanding when they gather together in person.