Customer Support Coach

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Requirements:

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar roles.
• Previous experience in customer service or similar is considered a plus.
• Native or fluent in English.
• Native or fluent in Spanish is required; proficiency in Portuguese is a plus.
• Excellent communication skills and a positive attitude.
• Strong problem-solving skills and emotional management.
• Great levels of learning agility.
• Compatible graduation course or more than 2 years of proven experience in the area.
• Skill with computers and systems.
• Excellent internet/wifi connection.

Responsibilities:

• Assist and support existing customers in the use of the software in English and Spanish and/or Portuguese.
• Resolve customers' complaints and questions via various communication media.
• Troubleshoot issues and make outbound calls for escalated matters when necessary.
• Cultivate and maintain excellent customer relationships to promote software usage and client retention.
• Gather customer feedback for software improvements.
• Use training materials to stay updated on system updates.
• Help create new tutorials and contribute to the support articles database.
• Attend company-wide online training sessions.