Customer Support Coach
New
J
JobgetherHospitality Technology
CanadaFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Native or fluent English and Spanish proficiency is required; Portuguese proficiency is considered an additional advantage.
- Experience
- At least 1 year of professional hospitality experience; more than 2 years of proven professional experience in a related field.
- Required Skills
- Communication SkillsProblem SolvingCustomer support
Requirements
- At least 1 year of professional hospitality experience in a hotel, hostel, B&B, or similar environment.
- Previous customer service or customer support experience is an advantage, particularly in a technology-enabled or hospitality environment.
- Native or fluent English and Spanish proficiency is required.
- Portuguese proficiency is considered an additional advantage.
- Excellent verbal and written communication skills, with the ability to explain solutions clearly.
- Strong problem-solving skills and emotional intelligence.
- High learning agility and willingness to continuously develop knowledge of new software features.
- Relevant post-secondary education or more than 2 years of proven professional experience in a related field.
- Strong computer literacy and confidence working with software systems, digital tools, and online communication platforms.
- Reliable internet/Wi-Fi connection suitable for remote customer support and online collaboration.
- Ability to work effectively in a fully remote, multicultural, and internationally distributed team environment.
- Willingness to work a schedule that includes two consecutive days off during the week.
Responsibilities
- Support existing hotel customers with their day-to-day use of the hospitality software, helping them navigate features, workflows, and common challenges.
- Respond to customer inquiries through phone, email, live chat, and other available support channels while maintaining a consistently helpful and professional experience.
- Troubleshoot customer issues, investigate problems, and make outbound calls when additional assistance or escalation is required.
- Build strong, trusted customer relationships through empathy, active listening, clear communication, and a genuine focus on customer success.
- Help drive customer loyalty, retention, and product adoption by identifying opportunities to educate customers and improve their overall experience.
- Gather customer feedback, requirements, and recurring pain points and communicate relevant insights to internal teams to support future product improvements.
- Stay current on platform updates, new features, and evolving workflows by using available training resources and participating in company-wide online learning sessions.
- Contribute to the development and maintenance of training materials, knowledge resources, and support documentation that help both customers and colleagues succeed.
- Collaborate with a diverse, globally distributed support organization and contribute to a culture of knowledge sharing, continuous improvement, and mutual support.
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