Senior Associate, Customer Experience (DTC & Reservations) at The Browser Company

Paso Robles, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Wine, Hospitality, Consumer GoodsIndustries

Requirements

3–5 years’ experience in hospitality, sales driven guest relations, or customer service, preferably in the wine, luxury retail, or resort industries
2+ years in a team lead or senior associate capacity
Proficient in CRM and reservation platforms (Tock, Commerce 7, RedChirp) and Microsoft Office (Excel, Outlook, PowerPoint)
Excellent written and verbal communication skills, with a confident and professional demeanor
Strong organizational skills and ability to multitask and adapt quickly in a fast-paced environment
Proactive in identifying opportunities to upsell, cross-sell, and personalize guest experiences
Passionate about delivering five-star service and creating memorable guest experiences
Bachelor’s degree preferred

Responsibilities

Deliver exceptional service and act as a key point of contact for guests, members, and trade clients, proactively identifying opportunities to enhance their visit through upgraded experiences or additional purchases
Manage and optimize customer operations — including reservations, order processing, and fulfillment coordination with a focus on efficiency and guest satisfaction
Support wine club programs by maintaining member databases, monitoring shipment performance, and resolving exceptions to ensure retention and renewal success
Analyze customer and sales data to identify trends and recommend strategies that drive revenue growth, repeat visitation, and conversion
Assist in developing SOPs, team training materials, and service standards that reinforce sales excellence and luxury-level hospitality
Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences
Support the Customer Experience Manager with escalations, reporting, and team communications
Represent Wonderful Wines at select events and provide on-site guest support as needed, serving as a brand ambassador for our portfolio of premium wineries

Skills

Customer Experience

DTC Operations

Reservations Management

Order Processing

Wine Club Management

Sales

Data Analysis

SOP Development

Team Training

Hospitality

CRM

Database Management

The Browser Company

Develops a user-friendly web browser

About The Browser Company

The Browser Company develops a web browser called Arc, which focuses on providing a more intuitive and organized online experience for users. Arc is designed to be user-friendly and efficient, aiming to improve how people interact with the internet compared to traditional browsers. Unlike many existing browsers, Arc seeks to streamline the browsing process, making it easier for users to manage their online activities. The Browser Company differentiates itself from competitors by targeting a more modern and simplified user experience, backed by a team of experienced professionals from notable tech companies. Their goal is to enhance the way users navigate the web, potentially disrupting the current browser market with their fresh approach.

New York City, New YorkHeadquarters

2019Year Founded

$133.1MTotal Funding

LATE_VCCompany Stage

Consumer SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Remote Work Options

Paid Vacation

Paid Sick Leave

Paid Holidays

Home Office Stipend

Paid Parental Leave

Risks

Arc's recent security vulnerability could undermine user trust and adoption.

Dia may face competition from established AI-integrated browsers like Microsoft's Edge.

The freemium model may limit revenue if premium features aren't compelling.

Differentiation

Arc offers a more personal and creative browsing experience than traditional browsers.

The Browser Company is led by seasoned tech professionals from Instagram, Tesla, and Google.

Arc's AI-powered features, like 'Call Arc', enhance user interaction and efficiency.

Upsides

The Browser Company raised $50 million, valuing it at $550 million.

Growing demand for personalized browsing experiences supports Arc's market entry.

The launch of AI-centric browser Dia could attract a wider audience in 2025.

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