Customer Support Coach - NORAM

Role overview Help hotel teams use business software effectively by answering questions, diagnosing problems, and guiding customers through solutions. The work spans phone, email, and chat, with an emphasis on empathetic service, practical troubleshooting, and sharing customer insights that can improve the product and support experience.

Responsibilities - Assist hotel customers with day-to-day use of the software. - Respond to inquiries through phone, email, chat, and other available support channels. - Troubleshoot reported issues and make outbound calls when cases need escalation or follow-up. - Build customer relationships through clear, empathetic communication that supports loyalty and product adoption. - Collect customer feedback and feature needs for consideration in future product releases. - Complete training and review support resources to stay current with system changes.

Requirements - At least one year of hands-on, front-of-house operations experience at a hotel or resort, such as front desk, night audit, guest services, revenue management, or assistant management. - Strong communication and problem-solving skills, with emotional intelligence and a positive approach to customer interactions. - Ability to learn new systems and adapt to product updates. - Comfort working with computers and maintaining a reliable internet connection. - A relevant degree or more than two years of demonstrated experience in the field.

Nice to have - Previous customer service experience. - Spanish and/or Portuguese fluency.

Benefits and work setup - Fully remote support team. - For U.S.-based candidates, stated annual compensation is $55,000–$71,000; compensation varies with skills and experience.