Channel Support Specialist

About FareHarbor

At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.

With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.

Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.

FareHarbor Core Values:

• Think Client First
• We Are One ‘Ohana
• Be Curious and Learn
• Own It.
• Act With Integrity
• Embrace the Challenge

Why FareHarbor?

Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.

And since day one, we’ve known that our real success lies in our people—the Ohana.

With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to  work—to  believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.

From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.

About the Role

“Deliver the best customer experience by exceeding expectations for the first response, the final resolution and everything in between.”

FareHarbor is currently looking for a Channel Specialist to help our Global team manage our partner channels and affiliate programs based in the Denver, CO office.

The Channel Support team works to build & maintain resellers setups in the client’s FareHarbor dashboard, and helps tour operators and their resellers streamline the booking process using FareHarbor’s software features, so that they no longer have to pick up the phone to receive a booking. For clients, less time spent manually inserting third party bookings means more time growing their business! In this role, you will be responsible for helping our clients manage their distribution channels, inform them on FareHarbor’s affiliate software features, troubleshoot invoicing issues, and develop and maintain relationships with reseller accounts.

What you’ll do here:

• Handle inbound/outbound affiliate related support issues via emails and phone calls.
• Develop and attain an in-depth knowledge of the Affiliate programs and associated processes 
• Provide exceptional support by listening, understanding the issue, and problem-solving with customers.
• Implement the technical components for clients to get set up with new partners and maintaining technical components for existing partners
• Communicate and escalate appropriately across teams to ensure client needs are met.
• Provide valuable user stories to the Software development team for product improvement.
• Contribute to the FareHarbor help documentation.
• Develop, maintain, and strengthen relationships both internal and external. 
• Consistently look for ways to improve current processes or introduce new approaches that will contribute to the client's success.

Requirements:

• Precise and detail-oriented, with a natural sense of urgency
• Genuinely committed to delivering best in class customer/ technical support.
• Very comfortable with new technology.
• Effective analytical & problem-solving skills. Ability to make decisions and/or mediate regarding affiliate challenges or concerns.
• Utilize outstanding written and oral communication skills
• Ability to be positive, highly adaptive, embrace change, share new ideas, and operate effectively as a team member and contributor.
• Have a passion for learning and an interest in the Travel/Tourism industry

Benefits 

• Medical, dental + vision coverage
• 26 vacation days, 10 sick days & 12 paid holidays per year
• Global leave benefit 
  • 22 weeks paid parental leave 
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy
• 401k + employer matching
• Social hours & events and team-building 
• Educational Opportunities
• Wellness benefits (Headspace subscription & wellness webinars)   
• Work-from-home assistance
• Hybrid friendly
• Paid volunteer hours

Salary Range: $39,600-$59,400, plus 10% bonus potential 

Please note you must be authorized to work in the United States for this position.

FareHarbor is committed to creating a diverse environment, and we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, age, or veteran status. We welcome talent that can offer us new insights and perspectives on challenges that we face, and we take measures to eliminate unconscious bias throughout the interview and hiring process. In tandem, we work to cultivate an inclusive culture in which all of our employees can be their authentic selves.

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Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.