Customer Success Agent – Hotel & Sports Management

About the role

We are seeking a Customer Success Agent to manage hotel bookings and support sports teams and athletes across Canada. Working remotely from Alberta, you will be the first point of contact, ensuring a smooth experience from reservation through resolution.

Key responsibilities

• Serve as primary contact for athletes, teams and clients via phone, email and live chat.
• Support hotel block reservations, maintain accurate rooming lists and ensure compliance.
• Troubleshoot inquiries, resolve issues promptly and uphold high satisfaction levels.
• Track and manage support tickets in CRM systems, meeting service standards and KPIs.
• Collaborate with internal teams and hotel partners to guarantee booking accuracy.
• Identify and propose improvements to workflows and customer experience.
• Provide administrative and operational support for daily activities.

Required profile

• At least 1 year of experience in customer service, technical support, hospitality or a related client‑facing role.
• Post‑secondary education in Hospitality, Sports Management, Tourism, Business or a related field (preferred).
• Strong written and verbal communication with a professional, friendly approach.
• Ability to multitask in a fast‑paced, high‑volume environment.
• Detail‑oriented, highly organized and able to manage multiple priorities.
• Team‑oriented, adaptable and eager to take on new challenges.
• TICO certification is an asset (training may be provided).

Required skills

• Experience with CRM systems and digital support tools.

What we offer

• Competitive salary $50,000‑$60,000 CAD per year.
• Comprehensive health and wellness benefits.
• Performance‑driven, collaborative work environment.