About the role
Lodestar Travel Technology Ltd is looking for a friendly, organised and ambitious Customer Success Assistant to join our growing travel technology business.
This role would suit someone with at least two years' experience working for a Destination Management Company (DMC) who would like to use their travel industry knowledge in a broader customer success and technology role.
You may currently work in reservations, operations, product, contracting, sales or another DMC function.
Working closely with our Customer Success Lead, you will help manage partner information and rates, support the onboarding of new partners and travel agent users, respond to customer queries and help ensure users get the most from our platform.
A significant part of the role initially will involve working with DMC and property rates and product information, so excellent attention to detail and confidence working with structured data are important.
Key responsibilities
- Input, check and verify partner rates and product information.
- Identify errors or inconsistencies within rate and product data.
- Support the onboarding of new partners and travel agent users.
- Respond to customer and partner queries clearly and professionally.
- Help partners understand and use the Lodestar platform.
- Maintain documentation, templates, guides and customer support information.
- Record and organise feedback from partners and users.
- Assist with newsletters, guides, presentations and other partner communications.
- Help produce reports on customer engagement and activity.
- Work with the Customer Success Lead to improve internal processes.
- Use AI and automation tools to support data validation and other routine tasks.
Essential experience and skills
Applicants must have:
- At least two years' professional experience working for a Destination Management Company (DMC).
- A good understanding of DMC operations, including suppliers, rates, products, itineraries, agents and clients.
- Excellent attention to detail.
- Confidence working with spreadsheets and structured data.
- Strong written and verbal communication skills.
- Good organisational and time-management skills.
- Confidence learning new software and technology.
- The ability to work independently when working from home.
- A proactive approach to problem solving.
- A genuine interest in travel and travel technology.
Experience using Google Sheets, Excel, Notion or similar tools would be beneficial. An interest in AI and automation is also desirable, although previous AI experience is not required.
Career development
This is intended to be a developmental role with the opportunity to take on greater responsibility as Lodestar grows.
You will gain experience across customer success, partner relationships, onboarding, rate management, reporting, process improvement and travel technology. Over time, we would like the successful candidate to take increasing ownership of these areas and develop alongside the business.
Pay and benefits
- Salary of £28,000–£32,000 per year, depending on experience.
- Performance-related bonus scheme.
- Predominantly home-based working.
- Flexible start and finish times.
- High level of autonomy and responsibility.
- Training and exposure to AI and emerging travel technology.
- Opportunity for increased responsibility as the company grows.
Working arrangements
This is a full-time position of 40 hours per week, Monday to Friday.
The role is predominantly home-based, with regular face-to-face team meetings and occasional training or collaboration sessions in the Cheltenham/Gloucester area.
For this reason, applicants must live in Cheltenham, Gloucester or within reasonable commuting distance.
If you have DMC experience and are interested in developing your career within travel technology and customer success, we would be pleased to hear from you.
Work location: Hybrid remote – Cheltenham / Gloucester
Pay: £28,000.00-£32,000.00 per year
Work Location: Hybrid remote in Cheltenham
