• Ensure Boop Mídia clients have clarity, confidence, and measurable results • Own the customer experience across the operation • Manage client communications • Lead the onboarding process for new clients • Lead client meetings

• Serve as the primary point of contact for inbound customer inquiries • Manage and resolve support tickets efficiently • Guide customers through onboarding and platform setup • Diagnose and resolve basic software and hardware issues • Support customer onboarding by helping new accounts get set up quickly • Monitor customer health signals and flag at-risk accounts • Assist with subscription renewals and identify upsell opportunities

• Define and oversee onboarding, adoption, retention, and renewal processes • Ensure proactive account management for key customers and enterprise accounts • Partner closely with Sales and Product to improve customer outcomes • Oversee global customer support teams and workflows • Ensure SLA adherence, ticket quality, and efficient escalation processes • Continuously improve support efficiency without compromising customer experience • Manage and develop customer success and support team leads across regions • Set clear objectives, KPIs, and accountability frameworks • Build a strong culture of ownership, collaboration, and continuous improvement • Design and document scalable, repeatable customer success processes • Ensure consistent use of CRM, ticketing, and customer success platforms • Identify gaps and drive operational excellence across tools and workflows • Lead the implementation of AI driven solutions across customer success and support • Identify opportunities for automation in onboarding, support triage, knowledge management, and reporting • Work closely with internal stakeholders to ensure AI is practical, measurable, and customer focused • Own customer success KPIs including retention, churn, response times, and expansion signals • Deliver clear reporting and insights to leadership • Use data to drive prioritization and continuous improvement

Role Description We are seeking friendly, dependable, and service-oriented individuals to join our team as a Remote Cruise Booking Agent. In this role, you will assist clients with cruise-related inquiries, help coordinate cruise vacations, and provide support throughout the cruise planning and booking process. This opportunity is ideal for individuals who enjoy helping others, have strong communication skills, and are interested in working in the travel industry from a remote environment. Client Support & Cruise Planning - Provide outstanding customer service to clients interested in booking cruise vacations - Assist clients with researching and coordinating cruise options, including cruise lines, itineraries, stateroom options, and onboard packages - Answer client questions and provide helpful information about cruise destinations, ships, and travel requirements - Communicate with cruise suppliers to confirm reservations and booking details - Maintain accurate records of client communications and travel bookings - Stay informed about cruise promotions, new itineraries, and supplier updates - Offer assistance to clients before and after their cruise to ensure a smooth travel experience Qualifications - Strong customer service and communication skills - Ability to work independently in a remote environment - Comfort using email, online booking platforms, and basic computer tools - Strong organization and attention to detail - Positive attitude and professional communication style - Previous experience in customer service, travel, or cruise planning is helpful but not required Benefits - Remote work opportunity - Flexible scheduling options - Access to cruise and travel industry training resources - Ongoing support from an experienced travel team - Cruise industry perks and supplier discounts when available