Channel Support Specialist - EMEA

Job Description

About FareHarbor

Founded in Hawaii in 2013 and acquired by Booking.com in 2018, FareHarbor creates powerful tools that help tour and activity operators run their business with ease and efficiency. With thousands of clients and 500+ employees worldwide, we have the fastest growing team in the business, and we’re shaping the future of travel, together.

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 15,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work—to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

“Deliver the best customer experience by exceeding expectations for the first response, the final resolution and everything in between . ”

FareHarbor is currently looking for a Channel Support Specialist to help our Global team manage our partner channels and affiliate programs based in the Amsterdam, Netherlands office.

The Channel Support team works to build & maintain resellers setups in the client’s FareHarbor dashboard, and helps tour operators and their resellers streamline the booking process using FareHarbor’s software features, so that they no longer have to pick up the phone to receive a booking. For clients, less time spent manually inserting third party bookings means more time growing their business! In this role, you will be responsible for helping our clients manage their distribution channels, inform them on FareHarbor’s affiliate software features, troubleshoot invoicing issues, and develop and maintain relationships with reseller accounts.

What you’ll do here:

• Handle inbound/outbound affiliate related support issues via emails and phone calls.
• Develop and attain an in-depth knowledge of the Affiliate program and associated processes
• Provide exceptional support by listening, understanding the issue, and problem-solving with customers.
• Implement the technical components for clients to get set up with new partners and maintaining technical components for existing partners
• Communicate and escalate appropriately across teams to ensure client needs are met.
• Provide valuable user stories to the Software development team for product improvement.
• Contribute to the FareHarbor help documentation.
• Develop, maintain, and strengthen relationships both internal and external.
• Consistently look for ways to improve current processes or introduce new approaches that will contribute to the client's success.

Requirements:

• Precise and detail-oriented, with a natural sense of urgency
• Genuinely committed to delivering best in class customer/ technical support.
• Very comfortable with new technology.
• Effective analytical & problem-solving skills. Ability to make decisions and/or mediate regarding affiliate challenges or concerns.
• Utilize outstanding written and oral communication skills
• Ability to be positive, highly adaptive, embrace change, share new ideas, and operate effectively as a team member and contributor.
• Have a passion for learning and an interest in the Travel/Tourism industry

Bonus points:

If you are bilingual talking in addition to English, German, Italian, French or Dutch

Benefits:

• Pension Plan
• Discount CZ insurance
• Fun social online events!
• Commuting allowance
• Working in a multi-cultural environment - 33 different nationalities

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.