Customer Support Analyst

About the Role:

• Provide customer-facing support for hotel teams using a sophisticated, interconnected platform.
• Manage a high volume of cases across chat, email, and phone with strong service quality.

Accountabilities:

• Own approximately 30 customer cases per day, resolving routine and moderately complex issues within service levels.
• Investigate root causes across workflows, payments, integrations, and platform configurations.
• Use AI tools to improve case investigation, drafting, and triage while validating AI outputs.

Requirements:

• 1-3 years of customer-facing technical support experience, preferably in SaaS or hotel technology.
• Strong troubleshooting and root-cause analysis skills with excellent English communication.
• Familiarity with hotel operations or payment technology is advantageous; knowledge of Salesforce, Jira, or Confluence is a plus.

Benefits:

• Unlimited paid holiday and remote-first working environment.
• Paid parental leave with six months for primary caregivers and two months for secondary caregivers.
• Annual learning and development budget and work-from-anywhere flexibility.