Customer Support Coach - NORAM

Role overview

A fully remote customer support role focused on helping hotel and resort operators get the most out of a hospitality software platform used across many countries. The position centers on resolving inquiries, troubleshooting issues, and acting as an advocate for customer needs across chat, email, and phone. It blends frontline customer service with continuous learning, knowledge sharing, and product feedback that informs future platform improvements.

Responsibilities

- Assist hotel and resort customers with day-to-day use of the platform, answering questions across chat, email, phone, and other support channels - Troubleshoot issues and place outbound calls when cases need to be escalated - Build empathetic customer relationships that drive retention and deeper software adoption - Capture customer feedback and feature requests to inform future product releases - Keep internal training materials and support resources current as the system evolves - Stay current on system changes through regular online training sessions

Requirements

- One or more years of hands-on, front-of-house hospitality operations experience at a hotel or resort, such as front desk, night auditor, guest services, revenue manager, assistant manager, or a comparable role (airline, event, or food and beverage-only experience does not qualify) - Strong written and verbal communication skills, a positive attitude, and sound problem-solving ability paired with high emotional intelligence - Comfort with computers and software systems, plus a reliable high-speed internet connection at home - A relevant degree or more than two years of comparable professional experience

Nice to have

- Prior customer service experience - Working proficiency in Spanish or Portuguese

Benefits and work setup

- Fully remote position with a home office stipend based on country of residency - Paid time off in line with local labor requirements - Fully paid parental leave - Access to structured professional development, including management training and skills-building programs - US-based candidates can expect annual compensation between $55,000 and $77,000, depending on skills and experience - Applicants must already be authorized to work in the role's location; visa sponsorship is not available at this time