Job Description
About FareHarbor
At FareHarbor, our mission is to make experiences better for everyone. Founded in 2013 in Hawaii and acquired by Booking Holdings in 2018, FareHarbor creates powerful tools that enable our clients (think boat rentals, museums, food tours, events and more!) to operate and grow.
With over 20,000 clients across 90+ countries—we’re the largest in our industry and shaping the future of travel, together.
Our team is an ‘Ohana of 700+ people around the world. We’re passionate about pioneering an industry, embracing challenges with open arms, and delivering value to the experiences industry.
FareHarbor Core Values:
- Think Client First
- We Are One ‘Ohana
- Be Curious and Learn
- Own It.
- Act With Integrity
- Embrace the Challenge
Why FareHarbor?
Founding FareHarbor required unwavering passion. Turning a start-up into the world’s leading and largest reservation software for tours, activities, and attractions required relentless dedication and vision. To date, we’ve helped over 20,000 global businesses operate successfully and are proud to have played a role in enabling business owners to live their dreams.
And since day one, we’ve known that our real success lies in our people—the Ohana.
With each new feature launched and new client onboarded, there is a team of incredible people behind the scenes who are full of dedication, passion, energy, and the will to succeed. We encourage everyone to bring their whole selves to work—to believe in their abilities, to freely express their creativity, and to contribute with their own uniqueness by wearing their true colors. We take care of one another and always prioritize health and wellbeing. We give our people the space and trust to learn, to try, to succeed, to collaborate, to think outside of the box, to make mistakes, and even to fail. And then we come together to try again.
From the minute you join, you have a voice. You find your space. You make an impact. We celebrate our victories, shout our successes, and are always eager to tackle new challenges. And we can’t wait to see all that’s to come.
About the Role
FareHarbor is currently looking for a Channel Specialist to help manage our partner channels and affiliate programs in our Hawaii office.
The Channel Support team works to build & maintain affiliate setups in the client’s FareHarbor dashboard, and helps charters and affiliates streamline the booking process using FareHarbor’s software features, so that they no longer have to pick up the phone to make a booking. For clients, less time spent manually inserting third party bookings means more time growing their business! In this role, you will be responsible for helping our clients manage their distribution channels with their reselling partners, inform them on FareHarbor’s affiliate software features, troubleshoot invoicing issues, and develop and maintain relationships with affiliate accounts.
What you’ll do here:
- Handle inbound/outbound affiliate related support issues for the Hawaii market via emails and phone calls, with a goal of routing all volume through ZenDesk
- Develop and attain an in-depth knowledge of the Affiliate features and associated processes
- Develop and attain an in-depth knowledge of the unique Hawaii market, current best practices, key players, and existing industry relationships.
- Provide exceptional support by listening, understanding the issue, and problem-solving with customers.
- Implement the technical components for clients to get set up with new partners and maintain technical components for existing partners - with special care around the unique nature of affiliate connections.
- Learn the affiliate software in addition to FareHarbor, and support local affiliates with their connections and ensure ongoing support work in FareHarbor does not clash with the affiliate setup.
- Serve as the go between and expert for both FareHarbor clients and their individual affiliate partners and educate them on what features would be beneficial for individual partners in line with their current business operating model.
- Communicate and escalate appropriately across teams to ensure client needs are met.
- Provide valuable user stories to the Software development team.
- Develop professional long-term business relationships with affiliate accounts.
- Develop, maintain, and strengthen relationships both internal and external.
- Consistently look for ways to improve current processes or introduce new approaches that will contribute to the client’s success.
- Travel to visit local clients to troubleshoot as needed
- Support on ad-hoc projects as they come up for local Hawaii market specifically regarding affiliate dashboards and ALS connections, with an upfront expectation of up to 1d/week
- Contribute to the FareHarbor help documentation.
Requirements:
- Precise and detail-oriented, with a natural sense of urgency
- Genuinely committed to delivering best in class customer/ technical support.
- Very comfortable with new technology.
- Effective analytical & problem-solving skills. Ability to make decisions and/or mediate regarding affiliate challenges or concerns.
- Utilize outstanding written and oral communication skills
- Ability to be positive, highly adaptive, embrace change, share new ideas, and operate effectively as a team member and contributor.
- Have a passion for learning and an interest in the Travel/Tourism industry
- Local to Hawaii
Benefits
- Medical, dental + vision coverage
- 26 vacation days, 10 sick days & 12 paid holidays per year
- Global leave benefit
- 22 weeks paid parental leave
- 2 weeks paid grandparent leave
- Extended care and bereavement leave
- Life insurance policy
- 401k + employer matching
- Social hours & events and team-building
- Educational Opportunities
- Wellness benefits (Headspace subscription & wellness webinars)
- Work-from-home assistance
- Hybrid friendly
- Paid volunteer hours
Salary Range: $42,642-$63,963, plus 10% bonus potential
Please note you must be authorized to work in the United States for this position.
At FareHarbor, we believe making experiences better for everyone starts with fostering a workplace where every voice is heard and everyone is empowered to thrive. We’re committed to inclusion, welcoming all qualified job seekers to apply and join our ‘ohana.
FareHarbor is an equal opportunity employer in accordance with all applicable federal, state and local laws. We do not discriminate on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, national origin, disability, age, or veteran status, or any other classification protected by federal, state, or local law. If you need adjustments during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
To learn more about how we use your information, see our Privacy Statement for Applicants. By submitting your application, you confirm that you understand and agree that your information will be processed in accordance with our Privacy Statement for Applicants.
Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.
