Outfitter Success Specialist (tech + customer support)

GuideTime•Missoula, MT

7d•Hybrid

About The Position

GuideTime partners with hotels, lodges, campgrounds, RV resorts, glamping properties, and destination organizations to provide turnkey, branded outdoor experience programs. We curate vetted, bookable local experiences that are seamlessly integrated into each partner's website, helping guests create memorable outdoor experiences while generating ancillary revenue for our partners. Our Outfitter Success Specialist is responsible for sourcing, onboarding, and supporting those outfitter businesses so they can confidently serve guests through the GuideTime platform. The Outfitter Success Specialist serves as the primary sourcing, onboarding and support partner for GuideTime's network of experience providers. From the first conversation about the benefits of joining GuideTime, through onboarding, listing creation, training, and ongoing support, you'll help ensure every operator is accurately represented, fully prepared to use our platform, and positioned for long-term success. This role combines relationship building, project management, customer support, and operational excellence. You'll work directly with local business owners across the country and play a critical role in shaping the experiences our hospitality partners offer their guests. Simply put—you'll help transform great local businesses into exceptional guest experiences.

Requirements

Outstanding communication skills
Highly organized and detail-oriented
Strong customer service mindset
Comfortable cold calling outfitters
Comfortable managing multiple projects simultaneously
Self-motivated and dependable
Curious and eager to learn
Comfortable working with technology and learning new software
Able to build relationships with people from a wide variety of backgrounds

Nice To Haves

Hospitality
Tourism
Outdoor recreation
Customer Success
Account Management
Project Coordination
Marketplace businesses
SaaS
Salesforce CRM
Google Workspace
Worked in the tech, outfitter, tours, fishing or adventure industry before
Generally understands the outdoor experience business and the position of the outfitters

Responsibilities

Identify and connect via phone, e-mail or other methods, with local experience providers in new and existing GuideTime markets.
Introduce operators to GuideTime and guide them through the onboarding process.
Send agreements and onboarding materials.
Schedule and lead onboarding calls.
Ensure operators complete all onboarding requirements.
Collect business information, licensing, insurance, pricing, schedules, photos, and other required materials.
Maintain accurate records throughout the onboarding process.
Build high-quality listings that accurately represent each operator and their experiences.
Write and edit experience descriptions for clarity, consistency, and guest appeal.
Organize photos, categories, pricing, availability, and important trip details.
Ensure listings meet GuideTime quality standards.
Verify listing accuracy with operators before launch.
Train operators on how GuideTime works.
Teach partners how to manage bookings and communicate through the platform.
Answer questions and provide ongoing support.
Help providers adopt best practices for guest communication and booking management.
Build trusted relationships with operators across the country.
Review listings to ensure they remain accurate and up to date.
Identify opportunities to improve listing quality and guest experience.
Ensure operators maintain current pricing, availability, photos, and offerings.
Monitor provider responsiveness and overall marketplace quality.
Work with internal teams to continuously improve the GuideTime experience.
Track onboarding progress across multiple markets simultaneously.
Maintain detailed records within Salesforce and internal systems.
Coordinate closely with the Hospitality Success and Sales teams to ensure every market launches with a strong selection of experiences.
Help improve internal processes as GuideTime continues to scale.