citizenM is an affordable luxury hotel chain for mobile citizens of the world. With a style that will knock your socks off, we offer citizens a real home from home, plus the world’s fluffiest pillows. Our typical guest is a frequent traveler who is quality and design-driven, and value-conscious. We currently have hotels in the Netherlands, France, UK, Switzerland, Denmark, USA, and Asia, with more to come soon. We are proud to put hospitality back into the hospitality industry and have received numerous awards for our groundbreaking approach. We like to do things differently. This means our hotels are not traditional… and neither are our support offices. We're open-minded, with kind hearts and global minds.

purpose

citizenM is growing fast and has a committed roadmap going from 30 hotels to 100 hotels in the coming years. In this growth plan, we want to prioritize establishing and developing a sustainable relationship with our (to be) guests.

The Connect team is the 24/7 customer service & hotel support team of citizenM. We help our guests with all kinds of questions they have, at every time of the day - via phone, online chat, social media & email. Next to that, we are the first line support for all of our hotels around the globe. The ambition of the Connect team is therefore two fold:

• build meaningful customer relations by providing the unique citizenM experience through phone, online chat, social media & email - inspired by our ambassadors - during the entire customer journey.
• fully support all our hotels & ambassadors, so they can focus on the guest experience.

Since the team is available 24/7, we have three locations to support all timezones: Taipei, Amsterdam and Seattle.

key responsibilities

As a subscription expert you are responsible for the subscription product within the Connect team (we call it “mycitizenM+). mycitizenM+ is our very unique citizenM membership. It's a paid, hotel membership with all the perks of a loyalty program (discounts on every stay, guaranteed rooms, ‘first in queue’ service) without the weird levels and points to collect. The aim is to have 33.500 active mycitizenM+ members by the end of 2023! These guests are our most loyal customers, so deserve some extras.

As an expert for this product you are aware of all the ins & outs of this product. Moreover, you will (proactively) communicate with our subscribers: to answer all their questions and to engage with them to gather feedback on how to improve the product. It’s all about super user service here! In this role you’re also acting as the linking pin between the membership product team and the Connect team. For the guests and the Connect team you are the first point of contact regarding all questions around membership.

• interacting with our subscribers via whatsapp, online chat, email and phone
• achieve the highest standards of outstanding guest service for our subscribers
• continuously train and inform the Connect team on membership information
• update our knowledge base according to new information and changes
• quality check on communication towards our members
• proactively engage with our subscribers to learn how to improve
• bring guest feedback and Connect questions to the membership product team, so they can improve the product and experience
• collaborate with other teams within citizenM to report customer feedback
• be the first line of support for technical issues and Connect team questions

qualifications / skills

• excellent customer service skills
• experience with Salesforce
• people skills showing the ability to surprise, connect and touch
• ability to handle multiple tasks in a fast paced environment
• self starter who shows initiative and is flexible
• attention for detail
• problem solving skills and can do mentality
• identify with the citizenM brand
• passionate about hospitality
• speak and write fluent in English and preferably one other language (French, Mandarin, Dutch or Spanish)
• relevant work experience

what's in it for you?

• this position will earn between $65,000 to $75,000 based on the applicants qualifications
• personal and professional development opportunities and programs
• chance to meet and work with people from all over the world
  
• ability to experience our hotels for yourself through our experience night program
• latest tech devices and all the tools you need to be successful in your role
  
• benefits like full health, dental and vision insurance as well as a matching 401K plan
  
• paid time off to create that work life balance
• commuter benefits
• flexible spending and dependent care accounts
• citizenM Paid Parental leave
• varied team days and social events (from food trucks and quizzes at the office to parties on boats)

locations / hours

• This position will be based in the Seattle Support Office. Hybrid, fulltime position.

We actively seek applications from qualified individuals and groups who are under-represented in the workplace, whether in relation to religion, ethnicity, age, gender identity, sexual orientation or disability. We’re also happy to make accommodations in the interview process and beyond to best suit the needs and strengths of disabled people and neurodivergent individuals. If you require accommodations, please add a note in your application and we will work together to find the best solution possible.

#LI-Hybrid