About Let’s Roam

This is a full time position at a top 50 Colorado startup as ranked by BuiltIn Colorado with generous benefits and competitive salary.

Let’s Roam is a startup that helps people explore the world and connect with others through scavenger hunts, BarHunts, restaurant experiences and more. Our activities help people connect with their environment through fun challenges and interactive games. We’ve helped friends explore the city, couples propose, and companies have a better work culture. Our company was founded almost three years ago and we are looking for very talented individuals to continue growing fast!

About You

You are motivated to build something incredible. You are creative, independent and have a love for learning. You're a self-starter, problem solver and natural leader. You communicate openly, share your ideas and don't shy away from feedback. You challenge both yourself and others around you. You are willing to do what it takes to grow Let’s Roam and are ready to inspire people to explore the world and help them connect with others.

Full description: https://docs.google.com/document/d/1BZa9zRgbdwKMHPsLS2JN6uB3BTov-sYS9fV2IGgbT5g/edit

Incredible Culture

In our office you'll find a friendly atmosphere where everyone's opinions and ideas matter. Our team is passionate about growing Let’s Roam and goes above and beyond to make sure that happens. We want you to grow with us, so you’ll have the opportunity to explore your own ideas and projects. We often promote from within and if you take initiative you can forge your own career path here. You will be challenged to find ways to improve our company and yourself daily. Our company hires and fires based on our core values to create a productive and diverse workforce that can focus on building something incredible.

Great Benefits

Let’s Roam was created during a vacation with Mike and Charlie Harding (the founders), so we encourage our employees to explore the world and discover new ideas through employee benefits.

• Build Something Amazing - You will be part of a team that is building something big. You will be able to shape our company and have a huge impact on how people travel and connect with each other.

• Generous PTO and Sick Days - 4 weeks paid time off, nine company holidays, paid sick days, paid volunteer days.

• Paid Volunteer Time Off - Give back to the community that has helped us create Let’s Roam

• Golden Ticket - After your first year, earn a free roundtrip flight to any city with a scavenger hunt in it (we are in almost every major city in the world).

• Comprehensive Health Benefits. Medical, vision, and dental.

• Wellness Reimbursement -  A monthly reimbursement for gym memberships, fitness activities, massages, nutritional counseling, weight-management programs, or other programs that build a healthier lifestyle.

• Always Learning - Each year get a $450 reimbursement to learn something new that helps you grow: anything from music lessons to online classes.

• Grow Your Comfort Zone - Each year get a $200 reimbursement to do something that scares you and you’ve never done before.

• 401(k) - Plan for retirement with Let’s Roam with our 401(k).

• Life Insurance - $25,000 life insurance (just in case).
• Enjoy The Office - Tons of snacks and food. 2 happy hours a week and a free gym. We are located in the heart of downtown.

About This Position

Mission:

The Customer Service Rep will respond to customer requests and be the voice of our customers while improving our app and website experience.

Outcomes

Customer Service

• Less than 24 hour email response time after 1 month
• Ensure all phone calls are answered during business hours
• Conduct customer survey calls routinely to look for ways to improve the experience
• Respond to all social media posts
• Respond to Stripe requests

Special Projects

• Create a special project to streamline the customer service experience within 2 months
• Have 2 major ideas to implement within 2 months
• Ensure that we are constantly fixing our systems
• Reduce manager workload by taking over specific tasks

Competencies

Customer Service

• Experience working with customer
• Friendly, Positive
• Excellent writer
• Excellent at talking on the phone
• Good at improvising and knowing when to ask for help
• Organized

Special Projects

• Strong communicator
• Ability to make and implement new ideas

Position Description

1. 40% - Customer Service
   1. Respond to customer emails and phone calls  
   2. Create and implement features/ideas that improve the customer experience and answer customer questions before they contact us
   3. Be the voice of our customers when we create new features and ensure that features we make won’t cause confusion.
   4. Identify patterns with customer issues so we can quash all general problems.

1. 30% - Manage off-site, part-time writers and contractors
   1. Ensure contractors are paid
   2. Ensure contractors are effective
   3. Communicate progress to our team

1. 30% - Brand Special Projects
   1. Use customer feedback and suggestions to improve our products, brand, and company.
      1. Website/app copy improvements - Revise content to make our content sleeker and easier to understand.
      2. FAQs improvements - Update the FAQs when necessary to answer frequent customer questions.
      3. Develop new features/products - Lead teams to create new features
      4. Watch user interactions on website and  mouseflow to improve the customer experience

Occasional Critical Responsibilities

1. Maintain Office - Ensure that the office is clean and stocked with snacks/fruit weekly, purchase office items (computers, furniture, games, printers, supplies, etc.), and ensure that all employees needs are met. Office manager may takeover this duty.
2. Schedule facilitators for large group private events.
3. Manage specific admin tasks

Ways to go above and beyond in this position:

1. Consistently provide new ideas to grow the company and improve the experience for our users.
2. Wowing the customers

We promote from within

This position was last filled by an employee that took initiative and was promoted to our full time graphic designer. If you are eager to learn you will have the opportunity to be promoted to new positions.

Reports to: Charlie Harding, CEO

Apply To Join Our Team

https://forms.gle/WXwiD4rFRh7dDss37

Learn More
https://www.letsroam.com/careers