Live Site Specialist

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

We are looking for an independent, self-motivated individual to maintain websites for a wide range of FareHarbor clients. This person should be ready to engage with clients to make the best decisions possible with their FareHarbor website.

The Live Sites Specialist will be responsible for working with multiple FareHarbor teams such as Support, Account Management, Strategic Partnerships and more. They will also be working with the clients directly. Your role will be to support clients in updating their websites while advising them on our best practice for conversions as well as self service tools ie: Compass, FH Training material etc. You will assist the client and fellow global LSS team members with any workarounds needed due to the limitations of FareHarbor’s Wordpress theme.

What you’ll do here:

• Upgrade client's existing FareHarbor websites based on new offerings, best practices and data
• Assist with time sensitive support requests for clients with existing FareHarbor sites
• Interact with clients to provide and process information in response to inquiries, concerns, and requests about their FareHarbor website
• Teach clients how to to take ownership of their FareHarbor sites and make updates on their own
• Create and maintain documentation and training materials on FareHarbor sites
• Work closely and effectively with other teams
• Stay up to date on internet best practices and the changes that happen to those best practices
• Use excellent written communication skills to interact with clients and explain complex topics to them
• Prioritize time and work effectively and efficiently
• Find and provide internal and external resources to help answer client inquiries and other teams/departments questions and concerns 
• Take on and own projects within the department if necessary
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
• Identify and escalate priority issues per Client specifications to appropriate parties involved

Requirements:

• Fluent in English, any other languages is a plus
• Be able to communicate effectively with both technical and non-technical individuals
• Ability to learn quickly and be comfortable with a fast-paced environment
• Knowledge of customer service principles and practices
• Knowledge of G Suite products such as Google Docs, Google Sheets, Google Drive, etc.
• Have experience working with WordPress and/or another website building platform (Weebly, Wix, Joomla, Squarespace, GoDaddy, FTP, etc.)
• Understand website best practices

Bonus Points:

• Experience with SEO and Keyword research 
• Graphic Design experience
• Zendesk experience
• Have experience with HTML and CSS
• DNS / Cloudflare experience

Benefits 

• Global leave benefit 
  • 22 weeks paid parental leave
  • 2 weeks paid grandparent leave 
  • Extended care and bereavement leave
  • Life insurance policy 
• Opportunity to share your ideas and make a difference in a growing company.
• Fast-paced, high-energy and engaging work environment.
• 26 days of annual leave
• Work-from-home assistance
• Educational Opportunities 
• Social hours & events and team-building 
• Hybrid friendly
• Wellness benefits (Headspace subscription & wellness webinars)

This full-time role is open to candidates with Australian Citizenship, Permanent Residency or New Zealand residency or those who have a minimum  2.5 years remaining on a valid Australian working visa and do not require sponsorship to work.

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.

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Any offer of work (e.g. employment, assignment) will be subjected to the successful completion of pre-employment screening.