Customer Success Advisor

About Us

Travelnest is a vacation rental technology business. We’ve created a platform that enables holiday let owners to set up, manage and optimise all of their marketing from one place. Our aim is to become the world’s most host-centric company, empowering hosts to realise their ambitions by unlocking the potential of accommodation everywhere.

By joining us, you’ll be working on a product that has the potential to truly transform booking gains for our customers. We have an ambitious goal of winning the global market, and we believe our team can build a product our customers love and use time and time again.

About the Role

We’re seeking a motivated and customer-focused Customer Success Advisor to join our unique Customer Success team. The ideal candidate will be quick to learn, eager to make an impact, and thrive in a fast-changing environment.

As a Customer Success Advisor, you’ll play a key role in helping new customers get set up for success. You’ll guide them through onboarding, demonstrate the value of the Travelnest platform, and confidently explain how it can help them grow their bookings and income. This role blends customer support with consultative selling, helping hosts understand the tangible benefits of investing in Travelnest.

Our customers are vacation rental owners who typically own 1–5 properties. They care deeply about their rentals but often lack the time to manage marketing and distribution. Travelnest gives them the ability to focus on other priorities without compromising their rental income.

We’re also especially interested in hearing from candidates with recruitment experience, as the consultative and relationship-building skills are highly transferable to this role.

Flexibility and Working Hours

Working Hours: Travelnest operates across extended hours to support our customers. Our coverage runs from 8am to 9pm (UK time), so you’ll need to be flexible to work within this range. Shifts are scheduled to ensure fair coverage and a healthy work-life balance. You’ll also be required to work around five weekend shifts each year.

Hybrid Working: We recognise the value of flexibility and strive to create a balance that supports both our people and the business.

• Initial Training and Onboarding: The first month will be in-person at our Edinburgh office to support effective training and integration into the team.
• Long-Term Hybrid Working: After training, you’ll work from the office at least three days per week, with the option to work remotely for the remaining days.
• Compressed Hours: We’re currently experimenting with compressed working hours and may offer this option where possible for those interested, although availability is not guaranteed.

Key Responsibilities

• Onboarding Support: Guide new customers through the onboarding process, helping them set up and understand how to get the most from the platform.
• Consultative Selling: Confidently communicate the benefits of the Travelnest platform, helping customers see the value and impact it can have on their bookings and revenue.
• Optimisation: Help new and existing customers optimise their property listings to maximise bookings and income.
• Live Chat Engagement: Manage incoming live chat queries, providing quick, friendly, and knowledgeable support throughout the customer journey.
• Proactive Outreach: Identify opportunities to improve customer performance and proactively reach out with recommendations and insights.
• Training and Education: Deliver one-to-one sessions and webinars to help customers build confidence using the platform.
• Feedback and Collaboration: Share customer insights with internal teams to support ongoing product and service improvements.
• Performance Tracking: Monitor key success metrics to ensure customers achieve their goals and see measurable results.

Qualifications

• Experience in customer success, sales, account management, or a related field is preferred.
• Excellent written and verbal communication skills with an empathetic, confident approach.
• Strong problem-solving and analytical skills, with creativity in finding solutions.
• Comfortable using digital tools and quick to learn new systems.
• Passionate about helping customers succeed and providing an exceptional experience.
• A team player who enjoys collaboration and contributes to a positive, supportive team culture.
• Self-motivated, adaptable, and comfortable working autonomously.
• Fluency in an additional European language (Spanish, Portuguese, Italian, Greek, or French) is a plus but not essential.

Why Join Travelnest?

• Innovative Environment: Be part of a forward-thinking company that values creativity and diversity.
• Career Growth: Access opportunities for learning and professional development.
• Supportive Culture: Join a collaborative, supportive team where your voice is heard.
• Competitive Salary: £26,000–£30,000 per annum, depending on experience.

What to Expect in the Hiring Process

We aim to move quickly. Here’s our typical process:

• Initial conversation with the Customer Success Team Leader
• Competency-based task and interview with the Customer Success Team Leader
• Final interview with a member of our senior leadership team (sometimes alongside stage 2)
• Offer and onboarding

Equal Opportunities

Travelnest is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.