Support Specialist



Customer Service
Amsterdam, Netherlands
Posted on Friday, June 30, 2023

Do you have a passion for travel, customer support, and excellent communication skills? If you enjoy solving problems and taking the initiative to ensure travelers have an exceptional experience planning their unforgettable journeys, this is the perfect opportunity for you!

The Support Specialist's role is to qualify incoming trip requests before they get matched to our travel specialists, handle inbound customer support inquiries through phone, email, and chat and offer assistance and support to the travel specialists on the platform.

About kimkim
At Kimkim, our mission is to transform the often-challenging process of trip planning into an enjoyable and seamless experience that people love. As an online travel platform established in 2015, we connect independent travelers with top local travel specialists to create unique, authentic adventures.

As a next-generation travel company, we leverage advanced technology and AI-powered platforms to support local businesses and communities with a range of tools and training. We're proud to have assisted tens of thousands of couples, families, groups, and individuals in planning unforgettable trips to over 90 global destinations.

Additionally, we are committed to sustainability, allocating a portion of every Kimkim trip towards removing carbon from the atmosphere.

About the Support Specialist role

  • Take initiative in identifying and implementing new strategies to improve traveler success
  • Demonstrate your resourcefulness and decision making ability in solving complex issues and overcoming obstacles
  • Show your adaptability and resilience in a fast-paced, ever-changing environment
  • Proactively seek out opportunities to learn, grow, and take on additional responsibilities
  • Collaborate with a diverse and inclusive global team driven by the same values and goals
  • Be the spider in the web and collaborate with our travelers and local partners to get to a smooth end-to-end trip planning and travel experience

Traveler support:

  • Review and monitor incoming trip requests to ensure that our services are a good fit for travelers' needs before trip planning begins
  • Respond to support emails and phone calls from travelers, helping them with their trips, explaining how kimkim works and answering other queries
  • Call prospective travelers to share information about the trip planning process at kimkim, set the right expectations, and clarify missing details on trip requests
  • Develop new approaches to improve the traveler experience further and help build their trust in kimkim

Specialist support:

  • Assist and support our travel specialists in using the kimkim platform and extensive set of tools when planning and operating trips
  • Answer questions and help with day-to-day challenges that arise for partner companies while they are organizing trips for travelers
  • Assist our partners in resolving complex traveler situations as needed
  • Support in payment and accounting
  • Helping our specialist network in growing their businesses
  • Support the Destination Development Team in their daily account management of travel specialists
  • Assist in the planning and implementation of ad-hoc projects as needed, such as implementing new features on the platform, completing budget audits, and more for our partners and team

About you

  • Have a passion for travel and a good intuition for travel planning
  • Have some customer service and/or sales experience (preferred, not required)
  • Entrepreneurial spirit and are driven to find innovative solutions to problems
  • Possess a growth mindset and are eager to learn and evolve in your role
  • Proactive, taking the initiative to identify areas for improvement and acting on them while striving to improve
  • Comfortable with ambiguity and are skilled at asking questions to gain clarity
  • Strong bias to action and getting things done
  • You are highly organized and able to prioritize and track more tasks at the same time
  • Have excellent communication skills—both written and verbal (phone calls)
  • Enjoy jumping on a phone call with travelers to help solve their issues
  • Highly adaptable and able to operate effectively in a rapidly changing startup environment
  • Consistently go above and beyond assigned tasks in pursuit of the broader goal of helping travelers have amazing experiences
  • Are comfortable not knowing all the answers and good at asking questions
  • Are highly organized and able to prioritize and track a large number of initiatives at once
  • Pay close attention to detail to ensure every traveler's request is taken into consideration
  • Have a strong track record of delivering what they set out to do (and letting colleagues know when unexpected delays happen)
  • Are able to work independently, as well as be a great team player
  • Are excited to work collaboratively with a global team
  • Flexibility in working hours in case of emergencies that can come up outside of the regular 9 am - 5 pm working hours

What we offer
🏠 A-location office space in the center of Amsterdam
🪙 Attractive pension scheme
🏖 Flexible PTO policy
💻 Macbook Pro and cell phone
🎉 Casual, fun office environment
🗓 Mondays and Fridays work remotely (if you prefer)
🌍 Inclusive, international team committed to our values
🌱Extensive opportunities for career growth in a fast-growing startup environment
🍻 Company-sponsored social events and other fun stuff
✈️ Opportunities for travel credit/team travel

Sounds like a party?

We’d love to hear from you!