At a Glance
- Tasks: Help customers solve technical problems and optimise their travel experiences using our APIs.
- Company: Join Duffel, a forward-thinking startup revolutionising the travel industry.
- Benefits: Work from anywhere, travel allowance, generous parental leave, and equity options.
- Other info: Dynamic team culture with opportunities for personal growth and diverse perspectives.
- Why this job: Be part of a mission to simplify travel and make a real impact.
- Qualifications: 5+ years in tech support with strong API integration skills.
The predicted salary is between 36000 - 60000 £ per year.
We are making travel effortless. Join us. Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we’ve all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn’t kept up with the expectations of the modern connected traveller. That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.
If you have a passion for helping customers and solving challenging technical problems then this may be the role for you. Duffel is hiring a Customer Success Engineer (CSE) to provide expert technical support to our largest and most important customers. You will help our customers by addressing their current questions and suggesting ways to use our APIs to build the best travel experience for their users. Additionally, you will collaborate with a cross‑functional group across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience with both the product and the company as a whole.
What we’re looking for in you:
- Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field.
- 5+ years in tech support helping enterprise customers use a RESTful API product.
- Experience integrating APIs, debugging integration issues, writing scripts and SQL queries.
- Ability to read (and ideally write) code in multiple programming languages.
- Track record of expeditiously answering and solving product related questions.
- Eager to embrace the culture and objectives of a fast‑moving startup.
- Able to handle diverse responsibilities and work independently to achieve desired results; have sound judgment and business acumen.
- Excellent communication skills with ability to express complex business and technology issues in a clear way.
- Operational mindset: you’re eager to build processes for yourself and the team to maximise productivity.
- Strong analytical skills: you enjoy digging into data to find insights and drive decisions.
- Experience working in cross‑functional teams and continuously delivering feedback to shape product roadmap and influence sales strategy.
- Track record of engaging effectively with customer staff of all career levels.
- A plus: Knowledge of travel technology - specifically airline and/or hotel distribution systems.
What you will do:
- Communicate proactively with strategic customers as their primary point of contact at Duffel, keeping the customers engaged and maximizing the use of our services and solutions.
- Manage the implementation process with a subset of Duffel customers as they build a travel experience on top of Duffel’s fulsome API tools.
- Answer product questions and resolve API issues via email, slack, and zoom.
- Support the Duffel sales team on technical review calls with prospective customers.
- Maintain deep technical knowledge of the Duffel platform to educate customers on best practices.
- Establish and manage best practices to onboard and engage customers with sound and robust processes.
- Develop KPIs with each customer to measure and optimize business and technical performance.
- Analyse customers’ needs and advise how they can use our APIs to better meet them.
- Champion product needs within Duffel to inform our technology strategy and roadmap.
What’s in it for you:
- Work From Anywhere 🏡
- Duffel Travel Allowance ✈️
- Generous Parental Leave 👩🍼
- Sabbatical opportunities 🧘♀️
- 2 Days Hybrid at our Shoreditch office + team socials 🪩
- Competitive package + equity 💰
What you can expect from us:
We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company. We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.
Senior Customer Success Engineer - API employer: Duffel
At Duffel, we are committed to making travel effortless and providing a dynamic work environment that fosters growth and innovation. Our London-based team enjoys a hybrid work model, generous benefits including a travel allowance and flexible bank holidays, and opportunities for professional development through study days and volunteering. Join us to be part of a diverse team that values your skills and creativity while working at the forefront of the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Engineer - API
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Duffel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Duffel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Engineer - API
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Duffel:Your cover letter is your chance to shine! Tell us why you want to work at Duffel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Duffel!
How to prepare for a job interview at Duffel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
