Customer Success Specialist

Company Overview

At Thanks for Visiting, we believe short-term rental owners deserve more than generic advice-they deserve proven strategies that help them build profitable, sustainable businesses. Since 2019, we've helped more than 1,200 vacation rental entrepreneurs stop guessing and start making confident, data-driven decisions through expert coaching, education, and community.

We're a small but mighty remote team where collaboration, ownership, and continuous improvement are part of our everyday culture. Every voice matters, ideas are welcomed regardless of title, and we believe the best solutions come from people who communicate openly, take initiative, and genuinely care about helping others succeed.

With a community of more than 100,000 followers, a podcast with over 5 million downloads, and our flagship Strategic Host coaching program, we're recognized as a trusted leader in the short-term rental industry. If you're passionate about creating exceptional customer experiences and helping entrepreneurs build stronger businesses, you'll find meaningful work, a collaborative team, and the opportunity to make a real impact.

Position Summary

The Customer Success Specialist serves as the first point of contact for prospective and current clients across multiple communication channels. Reporting to the Operations Lead while working closely with the COO and Marketing team, you'll build trusted relationships by providing thoughtful guidance, clear communication, and consistent follow-through at every stage of the customer journey.

This part-time role is ideal for someone who enjoys helping people solve problems while bringing structure and organization to every interaction. You'll respond with accuracy, communicate with confidence, and make sure every client receives timely, complete answers without losing sight of the bigger picture. Rather than simply answering the same question repeatedly, you'll recognize patterns, identify opportunities for improvement, and collaborate with the team to strengthen our systems and overall client experience.

Success in this role comes from balancing genuine customer care with attention to detail. You'll be trusted to resolve issues independently, communicate with warmth and professionalism, follow established processes, and know when a situation calls for thoughtful judgment. Your ability to build relationships, maintain consistency, and keep communication organized will directly influence the experience our clients have with Thanks for Visiting.

What You'll Do

• Monitor and respond to inbound messages across Instagram, Facebook, email, SMS, Chatra, YouTube, podcast platforms, and paid advertising channels.
• Build trusted relationships by providing clear, accurate, and timely responses across every customer interaction.
• Resolve client questions, basic technical issues, and access concerns with the goal of bringing every conversation to a complete resolution.
• Guide prospective clients to the appropriate next step, whether that's a free resource, Bootcamp registration, or applying for Strategic Host.
• Coordinate onboarding for Bootcamps and workshops by confirming participant access, survey completion, and proactively assisting attendees before programs begin.
• Resolve client concerns independently whenever possible, escalating only situations that require leadership approval or policy decisions.
• Follow established processes while identifying opportunities to improve workflows, communication, and the overall customer experience.
• Identify recurring questions, friction points, and trends, sharing recommendations that strengthen systems, messaging, and client support.
• Partner closely with the Operations, Marketing, and Leadership teams to deliver a consistent, high-quality customer experience.

Required Qualifications

• 1+ years of customer-facing experience building relationships and successfully resolving challenging customer situations.
• Experience using AI tools to improve workflows, automate processes, or increase efficiency.
• Exceptional written communication skills with the ability to produce polished, customer-ready responses that require little to no editing.
• Ability to de-escalate frustrated or confused customers while resolving issues independently whenever possible.
• Highly organized with exceptional attention to detail and a commitment to delivering accurate, consistent work.
• Comfortable following established processes while exercising sound judgment when situations require flexibility.
• Ability to recognize patterns, proactively identify problems, and recommend practical improvements.
• Willingness to work a flexible schedule, including occasional evenings and weekends during quarterly Bootcamps, workshops, and live events.
• Self-directed with the ability to manage multiple communication channels while maintaining a high level of responsiveness and follow-through.

Preferred Qualifications

• Experience supporting customers within an online education, coaching, or digital marketing business.
• Familiarity with the short-term rental or vacation rental industry.
• Experience using Google Workspace, Go High Level, Chatra, or similar customer success and community platforms.
• Experience developing or improving internal systems, response templates, reporting dashboards, or customer support processes.

Compensation & More

Compensation

• Competitive hourly or annual compensation based on experience (salary range to be provided)

Schedule

• Flexible part-time schedule based on business needs
• Monday through Friday with occasional evenings and weekends during launches, workshops, Bootcamps, and live events

Location

• Remote (United States)