Remote Hospitality Customer Support Specialist

Placements24; Kimberley; Remote; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Fully remote

Health benefits

Professional development

Global team

Job summary

Placements24 is seeking a dedicated Remote Hospitality Customer Support Specialist to assist hotel partners worldwide with our client's software solutions. You will troubleshoot, guide users, and ensure a seamless experience across phone, email, and chat channels.

In this fully remote role, you will work independently, maintain a high standard of professionalism, and contribute to knowledge bases while collaborating with product and support teams to enhance customer satisfaction.

Qualifications

• Minimum high school diploma or equivalent; hospitality or business degree is a plus.
• Proven experience in customer support, preferably in hospitality or technology.
• Strong knowledge of hotel operations and hospitality software (PMS, Channel Managers, Booking Engines).
• Excellent written and verbal communication; ability to explain technical concepts clearly.
• Proficiency with CRM and customer support software.
• Self-motivated, able to work independently in a remote setting.
• Reliable high-speed internet and a quiet, dedicated workspace.
• Ability to adapt to a rapidly changing tech environment.

Responsibilities

• Provide high-level customer support via phone, email, and chat to hospitality clients.
• Troubleshoot and resolve technical issues with hospitality software.
• Guide clients through software functionalities and best practices.
• Document interactions and resolutions in the CRM system.
• Collaborate with internal teams to relay product feedback.
• Contribute to knowledge base and FAQs.
• Identify opportunities to improve customer satisfaction.
• Maintain up-to-date knowledge of products and services.

Skills

Customer support

Hospitality industry knowledge

Clear communication

Remote work management

Education

High School Diploma or equivalent

Hospitality/Business degree a plus

Tools

CRM tools

Ticketing systems

PMS familiarity

Channel managers

Job description

About the Role

Our client, a leading global hospitality technology provider, is seeking dedicated and customer-centric Remote Hospitality Customer Support Specialists to join their expanding team. This fully remote role is designed for individuals who are passionate about the hospitality industry and excel at providing exceptional support to clients worldwide. You will be responsible for assisting hotel partners with inquiries related to our client's innovative software solutions, troubleshooting technical issues, and ensuring a seamless user experience. This is a unique opportunity to work from anywhere and contribute to the advancement of the hospitality sector through exceptional remote service.

Key Responsibilities

• Provide high-level customer support via phone, email, and chat to hospitality clients.
• Troubleshoot and resolve technical issues related to our client's hospitality software platforms.
• Guide clients through software functionalities and best practices.
• Document customer interactions and resolutions accurately in the CRM system.
• Identify and elevate complex issues to senior support teams or development when necessary.
• Contribute to the knowledge base by creating and updating support documentation and FAQs.
• Proactively identify opportunities to improve customer satisfaction and user experience.
• Collaborate with internal teams to provide feedback on product performance and customer needs.
• Maintain a deep understanding of our client's products and services.
• Ensure all customer interactions are handled with professionalism, empathy, and efficiency.

Requirements

• Proven experience in customer support, preferably within the hospitality or technology sectors.
• Strong understanding of hotel operations and common hospitality software (PMS, Channel Managers, Booking Engines).
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Proficiency in using customer support software and CRM systems.
• Self-motivated with the ability to work independently and manage time effectively in a remote setting.
• Strong problem-solving and analytical skills.
• A stable internet connection and a dedicated, quiet workspace are required.
• High school diploma or equivalent; a degree in Hospitality, Business, or a related field is a plus.
• Ability to adapt to a rapidly changing technological environment.
• Demonstrated passion for customer service and the hospitality industry.

Benefits

Our client offers a competitive salary, the flexibility of a fully remote work environment, comprehensive health and wellness benefits, opportunities for professional development and career advancement within a growing tech company, and the chance to be part of a dynamic, globally distributed team. Enjoy the benefits of working from home while supporting the future of hospitality.