Customer Success Advisor

COMPANY OVERVIEW:

We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests with our cloud-based booking and property management platform. We operate in North America and Europe.

Our product is an all-in-one solution that makes it easy for them to manage online bookings, guests and travel agencies. Today, our customer base consists of 30,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using our product day-in and day-out to run their business.

POSITION SUMMARY:

We are currently looking for a Customer Success Advisor who'll assist our customers for the North American market. This is an important position focused on customer success. The team has exposure to work across the full range of customer contact methods, including phone, chat and portal. This is a fast-paced environment and the ability to multi-task and to work well under pressure is essential.

This position is based out of our Austin, Texas location with a hybrid work model. Candidates must be local and be able to come into the office as needed.

RESPONSIBILITIES:

• Provide multi-channel support and advice to resolve customer queries by phone, chat, and web portal methods equally comfortably
• Resolve 85% of customer issues at first point of contact
• Assist customers in maximizing their success by understanding how best to use the technology and resolving any technical problems they experience
• Handle general business inquiries, including guest reservations, and interact with travel agencies such as Booking.com, Expedia, Airbnb, Agoda, etc.
• Set up screen share sessions to troubleshoot complex issues, including software and OTA connection issues
• Escalate technical issues to 2nd line support or the R&D Team using the CRM system
• Consistently meet and exceed customer service KPIs
• Identify issue trends and report to management
• Assist in producing help articles and tools

QUALIFICATIONS:

• Must be currently based in Austin, Texas and eligible to work in the US
• Excellent spoken and written English
• University diploma/degree required
• 3-5 years of experience in a Customer Support/SAAS Software Support role solving issues via phone, email, and Live Chat
• Tech-minded with strong technical issue-solving capabilities
• Strong customer service orientation with a focus on first-contact resolution
• Excellent problem-solving and analytical skills with a track record of troubleshooting technical issues
• Polite, professional, calm under pressure, and self-motivated to achieve KPIs and objectives
• Ability to explain complex technical topics in a clear, simplified way
• Quick learner of new technologies
• Strong critical thinking skills to identify root causes
• Ability to adapt to changing priorities based on business needs
• Must be available to work a variety of shifts across all 7 days

COMPENSATION & BENEFITS:

Salary Range: $60,000 - $65,000 annually

Benefits Include:

• Paid time off (PTO, sick days, vacation days)
• Health insurance
• Dental insurance
• Vision insurance
• Retirement benefits or accounts
• Long term disability insurance
• Short term disability insurance

Work Schedule (40 hours a week, on rotation):

• Monday – Friday between 8:00 AM – 7:30 PM
• Saturday – Sunday between 9:00 AM – 4:00 PM