Support Specialist

Role overview

Support guests and business partners by resolving day-to-day questions and technical issues across phone and email. The role combines timely, hospitality-minded customer care with clear issue tracking, escalation, and follow-through in a remote support team.

Responsibilities - Handle a high daily volume of support requests through phone and a ticketing system, aiming for efficient, accurate resolutions. - Keep guests and business partners informed until issues are resolved; explain technical matters in accessible language. - Escalate complex cases to senior support or management and coordinate follow-up with technical teams. - Record recurring issues and share updates that can help improve support processes and reduce repeat problems. - Follow documented procedures and communicate with care, integrity, and attention to detail.

Requirements - 1–2 years of customer service experience. - Experience using CRM or ticketing software; familiarity with Zendesk is preferred. - Strong written and verbal communication, including the ability to explain abstract or technical concepts. - Good interpersonal, organizational, and follow-through skills. - Proficiency with macOS, including managing files, navigating applications, and multitasking.

Nice to have - 3–4 years of customer service experience and prior hospitality industry experience.

Benefits and work setup - Remote work requiring autonomy and a stable internet connection; a monitor, laptop, headset, keyboard, and mouse are provided. - Paid time off and holidays, employer-paid short-term disability, health and dental coverage for direct employees, optional vision coverage, childcare support, and parental leave. - Work schedule is set out in the offer.