Customer Support Specialist

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 the payments automation platform for hospitality. We help large hotel chains in Latin America — and increasingly in Europe and the United States — turn every reservation from Booking.com, Expedia and other platforms into collected revenue, with far less manual work. We are hiring two Customer Support Specialists, each dedicated to a specific set of hotel clients, to own the day-to-day operation of those accounts and keep them running smoothly.

Why this role

When a hotel hits an issue — a deposit that won't reconcile, a guest charge that failed at check-in, a question about a payout, a workflow that isn't behaving — someone at Zatlas needs to own it and make it go away quickly. Today that work is spread across the team; we want it to sit with people who know each client's operation inside out.

That is why each specialist will be dedicated to specific clients and become their main point of contact for daily operations. You will know their properties, their teams and their recurring issues, and you will be measured on client-specific KPIs — so the quality of service each client receives is visible, and yours.

What you will own

1. Your client portfolio

• Dedicated point of contact: be the day-to-day owner for the hotel clients assigned to you — the first person their finance, revenue and front-desk teams reach.
• Client KPIs: own the KPIs agreed for each of your clients (e.g. response and resolution times, reconciliation accuracy, open issues) and report on them regularly.
• Build a working rhythm with each client — regular check-ins, a clear view of what is open, and no surprises.

2. Daily operations

• Reconciliations: review and reconcile deposits, payouts and collections for your clients, and chase down anything that doesn't match.
• Check-in and payment issues: resolve failed or disputed charges, virtual-card issues and other problems that surface at the front desk, coordinating with the hotel team in real time.
• Contact inbox: monitor and manage the shared client inbox, making sure every message is answered, routed or resolved.

3. Support tickets and escalation

• Receive, triage and resolve incoming support requests across channels, prioritising by urgency and impact.
• Diagnose issues, resolve what you can at first line, and elevate the rest through defined support tiers to Product and Engineering.
• Track every ticket to resolution and keep clients updated on status and timing.

4. Feedback and visibility

• Keep Customer Success informed so account owners have full visibility into volume, issues and resolution for their accounts.
• Spot recurring issues and feed them back to Product and Implementation to reduce future volume.

Who we are looking for

Must have

• 2–3 years of experience in customer support, help desk, client operations or hotel front-desk / reservations work. Relevant internships count toward this.
• Bachelor's degree in Business, Communications, Information Systems, Hospitality or a related field — completed or in its final semesters.
• Professional English. You write client emails and join calls in English with confidence, every day. Native or fluent Spanish.
• Strong written and verbal communication, and calm, methodical problem-solving with a bias for fast, clear resolution.
• Comfort with ticketing tools, spreadsheets and structured escalation processes.
• Organised and reliable: you track what is open, follow up without being chased, and own outcomes for your clients.

STRONG PLUS

• Support or operations experience in SaaS, payments or hospitality tech.
• Familiarity with PMS systems or hotel front-desk operations.
• Experience with payment reconciliations, chargebacks or virtual cards.
• Experience managing specific accounts against KPIs.

PROBABLY NOT FOR YOU IF

• You prefer to work through a queue of tickets without owning a relationship with the client.
• You need every process fully documented before you act. Some of this is still being built.
• You are not comfortable working in English every day.

How we work

We are a small, fast company working in two languages with some of the largest hotel groups in the region. Decisions get made quickly and in the open — a clear answer we can revisit beats a perfect one that arrives too late. Our leadership principles guide how we work, starting with Customer Obsession, Earn and Build Trust, Move Quickly and Decisively, and Deliver Results. You will work closely with Customer Success on account-level visibility, with Product and Engineering on escalations, and with Implementation on recurring issues.

What we offer

Competitive base plus equity in a fast-growing hospitality fintech.

Ownership of your own client portfolio, with clear KPIs and visible impact.

Close work with the Operations leadership and a front-row seat to how payments in hospitality work.

Room to grow as the operations team expands.