Client Success Specialist - Hospitality Payments

Zatlas; Cancún; On-site; MXN 223,000 - 379,000; Full time

Benefits offered by this job

Equity in the company

Ownership of client portfolio

Career growth opportunities

Job summary

Zatlas is hiring two Customer Support Specialists to own day-to-day operations for a dedicated set of hotel clients in Latin America, Europe, and the US. You will be the main contact for the hotel finance, revenue and front-desk teams, owning KPIs and driving fast, clear resolutions.

You will reconcile deposits and payouts, resolve failed charges, monitor a shared inbox, and triage support requests across channels.

Qualifications

• 2–3 years of experience in customer support or hotel front-desk/reservations work.
• Bachelor's degree in Business, Communications, Information Systems, Hospitality or related field.
• Professional English and fluent/native Spanish; strong written and verbal communication.
• Comfort with ticketing tools, spreadsheets and structured escalation processes.
• Organised, reliable and able to own outcomes for clients.

Responsibilities

• Own day-to-day operations for assigned hotel clients and act as main contact.
• Monitor client KPIs and report on response, resolution times and reconciliation accuracy.
• Review reconciliations, resolve payment issues, and coordinate with hotel teams in real time.
• Triage, diagnose and resolve incoming support requests, escalating when needed, and keep clients updated.

Skills

Customer support

SaaS experience

Bilingual English/Spanish

Ticketing tools

Communication

Organized

Education

Bachelor's degree in Business or related field

Tools

CRM systems

Spreadsheets

Job description

Zatlas is hiring two Customer Support Specialists to own day-to-day operations for a dedicated set of hotel clients in Latin America, Europe, and the US. You will be the main contact for the hotel finance, revenue and front-desk teams, owning KPIs and driving fast, clear resolutions.

You will reconcile deposits and payouts, resolve failed charges, monitor a shared inbox, and triage support requests across channels.