Customer Success Associate

Nutmeg Labs, Inc. is a forward-thinking tourism software company specializing in innovative solutions designed for the travel and hospitality industry. We are dedicated to helping our clients drive growth and enhance guest experiences through cutting-edge technology and exceptional service. Our Hawaii clients are achieving great increases in direct online bookings and much more efficient operations. We’re now expanding quickly across the islands to bring these benefits to more operators.

You build trust quickly and genuinely care about the success of local businesses. Operators enjoy working with you because you listen with respect, communicate clearly, and follow through. You understand the importance of aloha, relationships, and taking care of people- both operators and their guests. You learn fast, stay steady under pressure, and take pride in making things easier for the people you support.

• Work closely with Hawaii tour and activity operators to help them succeed by providing clear, hands-on support and guiding them through our digital solutions

General Support (40%)

• Respond to user questions about system and service usage
• Proofread and improve user manuals
• Post update announcements on social media

Customer-Specific Support (40%)

• Guide new users through onboarding
• Create sales reports and process data
• Review web traffic and Google Analytics
• Track each customer’s stage of platform adoption
• Build or update website content on behalf of users
• Create sightseeing content and support pages for users

Growth & Improvement (20%)

• Analyze website behavior and improve content performance
• Streamline internal workflows using modern tools
• Improve website UI/UX and develop stronger, more effective content

• Associate's / Bachelor's degree or at least 1-2 years of experience in Customer Success preferred
• Background in OTAs, booking systems, and the tourism industry is strongly preferred
• Ability to speak, read and write Japanese language preferred
• Excellent written and verbal communication skills
• Ability to multi-task and think on your feet

* Must be able to commute to our office in Honolulu