Customer Experience Specialist

About Skift

Skift is the leading business intelligence and media company in travel, providing news, research, and events that power smarter decisions across the global travel industry. We bring together our community of subscribers, members, and event attendees who rely on Skift for clarity, insights, and connection in an ever-evolving industry.

Why This Role Matters

At Skift, our relationship with our audience is at the heart of everything we do. Subscribers, members, and event attendees rely on us not just for insight, but for a seamless, professional experience every time they interact with Skift.

The Customer Experience Associate plays a critical role in delivering on that promise. This role is often the first point of contact. The work you do directly impacts customer satisfaction, retention, and trust in the Skift brand. This is also a role with visibility and impact. 

The Opportunity

We’re seeking a Customer Experience Associate to join our growing team. This entry-level position is ideal for someone who enjoys helping people, solving problems, and building relationships with our audience across subscriptions, memberships, and events.

This role will be the front line of Skift’s customer experience — supporting users, resolving issues, and ensuring that every interaction with Skift is smooth, professional, and memorable.

Some of What You’ll Do

• Customer Support: Manage the customer support inbox and provide timely, thoughtful responses to questions about subscriptions, billing, event access, and membership benefits.
• Technical Troubleshooting: Identify and resolve login, access, and account issues across Skift’s digital platforms.
• Billing & Payments: Track and follow up on overdue payments, assist with invoicing and renewals, and ensure accurate billing records.
• Engagement & Outreach: Call or email event attendees, new subscribers, and members to collect feedback, confirm details, and enhance their experience with Skift.
• Cross-Team Collaboration: Work closely with the subscriptions, events, and membership teams to ensure a seamless customer journey and share insights that improve retention and satisfaction.
• Documentation & Process: Maintain up-to-date customer records and contribute to improving internal support processes and resources.
  
  

What You’ll Bring

• 1–3 years of experience in a customer support or customer-facing role 
• Strong written and verbal communication skills, with a professional and empathetic tone.
• Proficiency with HubSpot or comparable CRM
• Experience with Stripe (required)
• Comfort with phone and email outreach; confident speaking with customers and solving problems live.
• Attention to detail, follow-through, and strong organizational skills.
• Ability to evaluate information, draw conclusions and multitask
• Curiosity and enthusiasm for Skift’s mission and the travel and media industries.
  
• Efficient cross-team communication and project management skills
• Native-level or near-native English proficiency (written and spoken) is required due to the volume of written communication, documentation, and live collaboration in English

What We Offer

• Opportunity to grow within a respected and innovative media company.
• Exposure to the intersection of media, events, and travel intelligence.
• Collaborative, supportive, and remote-friendly work environment.
• Competitive compensation and benefits.

How We Work

Skift is a remote-first, globally distributed company. We work asynchronously, value clear communication, and rely on strong documentation and follow-through to stay aligned across time zones.

How To Apply

If this role sounds like a great fit, we’d love to hear from you. Please submit your resume and a brief cover letter through our application system. The cover letter is an opportunity to share why you’re interested in this role and how your experience aligns with our work—we value thoughtful applications.
 Skift is proud to be an Equal Opportunity Employer. We are committed to building a team that reflects the diversity of travelers around the world. We welcome applicants from all backgrounds, including people of color, women, LGBTQ+ individuals, people with disabilities, and those from other underrepresented communities.

Here’s what you can expect next

If you apply and are selected to interview, a Skift team member will reach out to you to schedule a time to connect.