We grow tour operator businesses.

Through marketing software and expert services, TOMIS/Yonder HQ generates more direct bookings for your business, makes sense of your marketing and sales data, and streamlines your operations.

Job Title: Chatbot Success Manager
Job Category: Full-Time Employee
Headquarter Location: Missoula, MT
Work Location: In-office, Hybrid or Remote
Salary: Competitive, based on experience

WHO WE ARE LOOKING FOR

We are looking for a Chatbot Success Manager to support and elevate our AI chatbot program for tour operators. Our ideal candidate is an organized, self-driven individual with SaaS experience, strong communication skills, and a passion for user success. This person will be essential in supporting client onboarding, managing chatbot development, and improving customer satisfaction across our growing portfolio. Familiarity with the travel or tourism industry is a bonus. This position works closely with our product and customer teams and offers immense potential for career growth.

KEY RESPONSIBILITIES

AI ChatBot Management

• ChatBot Development and Updates
  Build, test, and update ChatBots, making modifications to maintain high-quality interactions and accurate responses.
• ChatBot Performance Monitoring
  Regularly monitor AI ChatBot conversations for existing clients, identifying opportunities to improve the design and functionality of the interactions.

Customer Support and Success

• Customer Onboarding and Training
  Lead clients through a structured onboarding process, delivering effective training to ensure they understand and can leverage product features fully.
• Ongoing Client Support
  Handle customer inquiries and support requests related to product, troubleshooting, and product usage, maintaining clear and responsive communication.
• Documentation and Knowledge Management
  Create and maintain comprehensive support documentation, including the Knowledge Base, ensuring resources are accurate and helpful for client self-service.
• Process Improvement
  Document new customer support and success processes and workflows to enhance efficiency and streamline client interactions.

KEY COMPETENCIES

• Communication Skills: Ability to explain technical concepts in a clear, user-friendly way.
• Empathy and Patience: Understand client needs and guide them through new processes with care.
• Problem-Solving: Quickly analyze issues and provide effective solutions.
• Responsiveness: Timely and clear communication to maintain trust and satisfaction.
• Customer-Centric Mindset: Commitment to resolving issues in a way that supports long-term customer success.
• Basic Technical Proficiency: Familiarity with chatbot platforms and rule-based or AI-driven logic.
• Iterative Testing: Ability to refine chatbot behavior through testing and real-world use.
• Attention to User Intent: Designing chatbot flows that align with how customers think and ask questions.
• Collaboration: Working closely with developers, designers, or product teams to align updates with broader goals.

QUALIFICATIONS & REQUIREMENTS

• Minimum of 2 years of applicable work or academic experience
• Highly organized with attention to detail and the ability to find the right answers quickly
• Platforms the position will require you to use regularly include: Twilio, Google Suite and Hubspot
• Strong understanding of client business needs
• Excellent spoken and written communication skills
• Comfortable giving technically-detailed presentations
• Previous SaaS experience preferred
• Excellent time management skills
• Proven problem-solving abilities

DESIRED ADDITIONAL SKILLS

• Experience, understanding and/or passion for the outdoor activity/tourism industry
• Basic knowledge of marketing principles and strategies
• Passion to learn new skills and work/think outside the box

PHYSICAL WORKING CONDITIONS

• Sitting – 90%
• Standing – 5%
• Walking – 5%
• Bending – Occasionally
• Kneeling – Some
• Lifting – Up to 25 pounds
• Reaching – Regularly
• Telephone Use – Yes
• Computer Use/Manual Dexterity – Yes
• Ability to travel – 10%

POSITION HIGHLIGHTS

This is an extremely exciting time to join the TOMIS/Yonder HQ team, with tremendous growth potential. We value independence, flexibility, and motivation. We want people who are committed to building the best possible experience for our clients and who are driven by impact, not oversight.

• Company has established product-market fit in a high-growth, untapped industry
• Office located in the heart of downtown Missoula
• Startup environment with opportunities to grow into a leadership position
• "The job is seriously fun, even when it’s stressful, which I can’t say about previous companies I’ve worked for." - DevOps Manager
• Exposure to startup culture, product development, and real-world business scaling strategies

WHAT WE OFFER YOU

• Competitive salary, Unlimited PTO, and growth opportunities
• Comprehensive health insurance plan
• 401k with employer match
• Discounts on outdoor gear and experiences
• Company wellness program with gym reimbursements
• Dog-friendly office environment
• Powder day ski policy