Customer Success Specialist (FT, Remote)
About RV Help
We’re RV Help—a tech startup making RV maintenance and inspections easier than ever. Our platform connects RV owners with certified technicians and inspectors who can provide service right at their campsite or perform pre-purchase inspections. We’re growing fast, and we’re looking for a detail-oriented, customer-focused professional to join our team.
About the Role
You’ll help drive customer success across RV Help’s growing ecosystem of RV owners, Service Providers, and OEM Partners. This role blends proactive customer engagement with support, helping optimize the experience of warranty jobs, provider onboarding, and portal management. You’ll work directly with the Director of Customer Success to improve workflows, streamline communication, and strengthen the OEM program.
This position is full time (40hrs per week).
What You’ll Do
OEM Portal Operations (40%)
Conduct outreach to service providers to increase knowledge of the new warranty process, improve match rate performance, and gather experience insights.
Manage incoming OEM warranty submissions, ensuring each request has forward progress and updated in the portal for progress clarity.
Track and improve key metrics such as average time-to-acceptance, match success rate, and REC Time.
Identify trends in cancellations, incomplete jobs, or delayed responses.
Provider & Pro Member Success (30%)
Support service provider onboarding and guide them through business listing, dashboard, portal for better visibility and listing optimization.
Identify inactive providers or Pro Members who need re-engagement; assist with retention campaigns and follow-ups.
Collect and document feedback to improve satisfaction, efficiency, and product adoption.
Assist in training and communication for technicians joining OEM warranty programs.
Support & Insights (30%)
Manage tickets and conversations through Intercom and internal inboxes, ensuring timely and high-quality resolution.
Tag and document tickets for insights into bugs, feature requests, and workflow friction points.
Maintain clean macro documentation and ensure all communications align with Customer Success tone and brand.
Track patterns in support data and share actionable insights with leadership during weekly CS syncs.
Key Deliverables
Maintain <24-hour response SLA for intercom support chats.
Maintain <24-hour response SLA for OEM portal tickets.
Achieve 80%+ accuracy rate in tagging and job categorization.
Contribute to an increase in OEM and Pro Member match success rate (target: 90%).
Onboard 20+ new service providers per month through proactive outreach.
Document 3–5 recurring customer insights monthly to inform product improvements.
You’ll Be a Great Fit If You
Have exceptional customer service skills and enjoy helping people solve problems.
Communicate clearly and confidently in writing and over the phone.
Are tech-savvy and quick to learn new software.
Can manage multiple projects while maintaining accuracy and composure.
Thrive in fast-paced, startup environments and like wearing many hats.
(Nice to have) Experience using ticketing systems or CRM tools.
(Nice to have) Familiarity with the RV industry or mobile service operations.
What We Offer
$25/hour
Monday through Friday. Start and end times are flexible based on time zone, but maintaining a few overlapping hours with the team each day.
Remote work environment
Opportunity to grow with an exciting startup
Collaborative, supportive team culture
How to Apply
Please send an email with the subject “Customer Success – RV Help” to careers@rvhelp.com and include the following:
A short introduction (3-4 sentences) explaining why you’re a great fit for this role.
A brief summary of any experience you have in customer success, operations, or the RV/service industry.
Record a short Loom video (under 3 minutes) teaching us how to do something simple—anything! We just want to see your communication style in action.
Example
https://www.loom.com/share/ea5d41ce9eec48e682bcf88098a05738
Join the team building the future of RV service—fast, reliable, and ready to move with you.