Customer Support Specialist - Remote

Overview

We seek a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform.

In Short

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
• Update and improve existing support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to improve user experience.
• Proactively reach out to hotels to join the platform for RFPs.
• Track and maintain consistent follow-ups with hotels.
• Facilitate communication between hotels and planners.
• Monitor customer feedback to identify gaps in existing content.
• Work with support, product, and marketing teams on documentation alignment.
• Support for growing families through maternity leave.
• Remote work budget and opportunities for leadership advancement.

Requirements

• 1-3+ years of experience in SaaS customer support.
• Excellent communication skills, both written and verbal.
• Must be comfortable being on the phone with customers.
• Ability to work in a fast-paced environment and prioritize tasks.
• Adaptable to changing priorities in a high-growth environment.
• Experience or interest in the events/hospitality industry is a bonus.

Benefits

• 100% employee and 50% dependent coverage for vision, health, and dental.
• Future 401K plan coming soon!
• Quarterly meetups for team collaboration.