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 a plus.
• Native or fluent in English.
• Native or fluent Spanish is required; proficiency in Portuguese is a plus.
• Excellent communication and problem-solving skills.
• Strong emotional management and learning agility.
• Compatible graduation course or over 2 years of proven experience in the area.
• Skill with computers and systems.
• Excellent internet/wifi connection.

Responsibilities:

• Assist and support existing customers (hotel properties) daily in the use of our software in English and Spanish and/or Portuguese.
• Resolve customers' complaints/questions via phone, email, chat or other media.
• Troubleshoot and make outbound calls for escalated issues.
• Cultivate excellent relationships with customers to build loyalty and promote software adoption.
• Gather customers' feedback and requirements for future software releases.
• Use training materials to stay updated on system updates.
• Help create new tutorials by contributing content to support articles.
• Attend company-wide online training sessions.