OneVentures Portfolio Company Jobs

Experience Coordinator - Position Description

About the Opportunity

We are looking for driven, motivated people to jump into a fast paced start-up culture and make a difference in a growing team!

AmazingCo creates and delivers unique experiences all around the US, UK and Australia - on a mission to help people live more fulfilling lives. We are looking for people who are just as passionate about that as we are, and take pride in delivering quality customer outcomes. We genuinely believe this is the most exciting company to join in the experiences industry right now, and we are looking for A-players!

We are looking for our next team superstar who is ready to get stuck in, own things from day one, and is excited to grow and develop within the company.

About the Role

The role will be most focused on managing provider and customer communications, problem-solving when experiences need to be changed, and delivering a high volume of bookings of our popular mystery picnic experiences, at quality. You’ll need excellent attention to detail and amazing relationship management skills. If you’re looking to develop operations skills and to understand how to scale experiences globally - this is the role for you!

About AmazingCo

AmazingCo is a managed marketplace for experiences. We help our customers discover unique and amazing experiences for everyday activities and special occasions. Our mission is to help people live more fulfilling lives through time better spent.

From our founding team to the newest members, we’ve all personally seen the positive impact of time better spent with friends, family and colleagues. Today, we consciously and responsibly focus our entire business on making this happen for others.

We do this by designing and delivering our own exclusive experiences which our customers discover through our purpose built platform. In our business, customer and provider experience is king.

We are the first global-scale experiences business taking a new approach to leisure time and how people spend their everyday. A high growth, venture capital backed, technology and data-focused consumer company based in Melbourne, Australia but with teams and experiences all across the world.

Success Metrics

• Customer satisfaction for your experiences
  • Any feedback is dealt with appropriately or escalated
• Provider happiness
  • Provider comms are responded to in a professional and timely manner
• Cost of delivery ratios are met in accordance with the expectations for different experiences
• Experience booking time goals are met

Core Responsibilities

• Contacting providers via call and email to confirm holiday trading days/times, item availability and other matters.
• Contacting customers via call and email to respond to their feedback.
• Booking in experiences including attaching routes and tweaking any inclusions to suit the group size, requests or dietary requirements as well as contacting providers to book and pay for the items.
• Reschedule and cancel bookings as required according to our procedures.
• Update items when availability changes as communicated by providers.
• Ensure finances are documented and paid accurately.

Required Experience

• Experience in a customer facing or operational role
• Demonstrated experience where attention to detail was required; those with an experience in finance may find their experience beneficial.

Required Skills

• Someone dedicated to continuous improvement; in themselves and their work!
• Adaptability - we are a start up after all and things can change at a moment’s notice!
• Excellent attention to detail - a data driven and outcome focused individual.
• A highly intuitive,solutions-based thinker who enjoys problem solving.
• Relationship management - someone who is comfortable speaking with providers and customers.
• Great organisation and time management skills.
• Effective communication skills.
  • Proactive communicator - sharing insights as you have them!
  • Strong writing/proofreading skills for customer, provider and internal communication.

Required Characteristics

• Values alignment - a team player, fun and friendly
• Smart, switched on
• Driven
• Customer mindset - able to empathize with a customer or provider’s problems and work out a resolution.
• Motivated to do a quality job and go the extra mile to ensure customers and providers have an amazing experience.

Benefits

• Attractive rate, based on experience.
• Play a key role in our global expansion.
• Work in a business that seriously cares about culture and improving the experiences of our customers and providers.
• Big mission, real meaning, real people doing their life’s work.
• We are an experiences business and we test everything we create on ourselves! Enjoy frequent team wide experiences and staff discounts across our portfolio.
• Opportunity for serious growth. We’re not kidding, we have seriously ambitious plans and are so excited to find the next brilliant mind to join us. You bring your energy and we’ll pay it back in spades. Our people are everything.