The Launch Specialist should be a driven, organized, and innovative professional who has the ability to quickly learn and deeply understand our KYC platform, and translate that understanding into successfully training Hotel teams. You will prepare and deliver training, assist our Partners in troubleshooting, and serve as the crucial link to delivering a white-glove, user-empathetic experience. Responsibilities:- Effectively deliver engaging technology training sessions, whether in person or remotely with genuine kindness, compassion and respect.- Prepare training materials and tailor training sessions accordingly to Hotel Department teams and roles.- Ensure quality and consistency of course content.- Assess Hotel team members’ training needs and proficiency, and provide ways to further support their learning retention.- Provide professional help desk support, including track help desk requests and troubleshoot reported Partner issues.- Resolve reported Partner issues or complete requests in a timely manner.- Escalate Partner issues for additional troubleshooting and resolution to the Engineering team as needed. WHO WE ARE LOOKING FORQualifications:- Excellent communications skills both written and verbal with the ability to explain our technology platform to any level of Hotel team member.- Must be able to judge how well the Hotel team is absorbing the material and adjust accordingly in the moment to ensure they walk away with true mastery of KYC within their roles.- A genuine, deep love for our hotel clients with a high level of empathy and compassion that can be felt by everyone around.- Exceptional active listening skills, including asking appropriate questions to improve understanding and/or help diffuse situations.- High level of integrity 24/7 and behavior with respect towards our Hotel Partners, with kindness and patience, using Forbes 5 Star language standards.- Thrive in a fast-paced, rapidly changing environment, maintaining an optimistic outlook with the ability to handle last-minute changes comfortably.- Effectively troubleshoot and resolve user issues in a timely manner.- Ability and willingness to communicate clearly, consistently and effectively within our team and to our Partners, via in-person meetings, phone calls, emails and messaging platforms such as Whatsapp.- High levels of self-awareness, self-motivation and is a self starter as part of a remote team.- Unwavering commitment to upholding KYC’s Gold standard of extraordinary Client experience; ensure all team members thoroughly understand and embrace the KYC culture and hold all team members accountable to our standard.- Highly organized and detail-oriented with a proactive approach to work, taking initiative and working efficiently with minimal direction.- Maintain a high level of professional integrity and confidentiality. Required Skills & Experience:- BS/BA degree or equivalent years of experience.- Fluent in English and at minimum one additional language (Spanish, Mandarin and Cantonese are strongly preferred).- Strong presentation and public speaking skills.- This position requires heavy traveling around the world, and valid travel documents are required. Helpful Skills & Experience:- Hotel/Hospitality operations background- Customer service- Experience working in a tech/startup environment Character:We’re a tight-knit team. Every one of us genuinely loves what we do; we love KYC and we’re in this to win for the right reasons. Most importantly, we are a team that places utmost priority on mutual respect, kindness and empathy. We have zero tolerance for disrespectful and inappropriate behavior, crass language, laziness, lack of integrity, racism, ageism, sexism or any other kind of negative -ism you can think of. We’re searching for decent human beings who believe in good old fashioned hard work and earning success through ethical behavior. Passion For Luxury Hotels and Travel:You must have a fundamental grasp of the business of luxury hotels and luxury brands or at the very least, have a huge desire to learn about this and be able to do so quickly by working closely with our CEO. You must love travel (though your position does not require traveling) and understand why travelers are willing to pay exorbitant amounts for certain luxury hotel and travel experiences. Passion for Food:You must love food. If you don’t have a huge passion for food, you probably won’t get along with any of us. COMPENSATION & PERKS:Work from home most of the time and enjoy the flexibility to skip traffic. Our team gathers in person as needed, offering valuable opportunities for collaboration and connection. This might include onboarding (typically 3-5 consecutive days) or important milestones like onboarding a major client or launching critical features.- On the days we meet, all meals we have together are paid for; parking is reimbursed.- Social gatherings may include: dinners at top restaurants; penthouse tours of luxury hotels; afternoon tea at luxury hotels; spa days at luxury hotels; overnight trips at luxury hotels; culinary classes.- Stay in the world’s best hotels.- One on one time with our CEO monthly.- Genuine respect and caring from the entire team; once you’re hired, you’re part of our family.- Exposure to world leaders at KYC events.