MARKETPLACE STEWARD

Newport, RI; Cambridge, MA; or Remote

Hi! We're The Wanderlust Group an outdoor technology company comprised of Dockwa, Marinas.com and Campouts.com. Put simply, we believe the world would be a better place if people were able to spend more time outdoors connected to nature and each other. We build technology to make those experiences more accessible, affordable and enjoyable for all backgrounds.

At The Wanderlust Group, you'll be an integral part of a small team, able to make an immediate impact and work alongside some of the most talented and dynamic people anywhere. We believe that a great culture enables great teams to do incredible things.

We are searching for a Marketplace Steward to join our team. The Marketplace Steward will work to ensure that boaters have an exceptional experience when engaging with Dockwa and Marinas.com marketplaces. The role of steward is to monitor and enforce the high standards we have for participant conduct in our marketplace.

Central to this role is the ability to use our systems and data to monitor behavior, engage with customers to take corrective action, communicate detailed and actionable feedback to our Success, Support, and Product teams, and provide tactical and strategic guidance that will drive improvements in our customer experience.

AS A MARKETPLACE STEWARD @ THE WANDERLUST GROUP, YOU WILL:

• Fastidiously monitors marketplace interactions between boaters and marina to ensure quality of customer experience
• Engages in constructive conversations with marinas every day
• Communicates thoughtful solutions, which help marinas improve their behaviors and resolve boater issues permanently
• Implements processes to improve key marketplace metrics like responsiveness, reservation decline rates, and expiration rates
• Reviews data trends and builds actionable reports to guide marketplace improvements, rule recommendations, and product enhancement recommendations.
• Influence behaviors and experiences that improve our Net Promoter Score

WE THINK THE BEST CANDIDATES WILL HAVE A MIX OF THE FOLLOWING SKILLS AND TRAITS.  HOWEVER, DO NOT BE RULED BY THE BULLET POINTS - IF YOU ARE LACKING ON EXPERIENCE IN ONE OF THESE AREAS BUT STILL FEEL LIKE A STRONG FIT FOR THE ROLE, DON'T HESITATE TO APPLY:

• BA/BS degree or equivalent work experience
• 0-2 years experience in related fields customer support/service roles
• Find creative problem solving fulfilling & challenging
• Have a good knowledge and understanding of customer service principles
• _Is comfortable on the phone as most of the marina outreach will be phone based _
• Are process oriented, have great attention to detail, and exceptional note taking skills
• Adapt quickly to changing priorities in customer and company needs
• Have a clear, professional, and informative communication style
• Have experience working at or with marina and boaters
• Are proficient with Zendesk, Salesforce, and/or related support/sales software systems

The role of Marketplace Steward is unique to The Wanderlust Group (TWG) in that this person will help set the standard of how boaters and marinas will interact for years to come. The observations and feedback shared from this person will help map to the future of our marketplace rules and operation to ensure that TWG is delivering a world class service to both sides of our customer bases (boaters and marinas).

WORKING AT WANDERLUST: The Wanderlust Group is a unique company. Because we believe in the value of putting screens down and  getting outside, the company offers a four-day work week.  Spend your Mondays hiking, thinking, reading, sailing. It doesn't matter as long as you're not emailing or in meetings. Note: Our support team rotates four day work weeks so that there is always coverage for our customers. Finally, because we are wanderers at heart, this position is open to remote candidates