Customer Experience Expert

Guesty; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading hospitality technology company is seeking a Customer Experience Expert to provide outstanding service and support to enterprise customers in Cebu. This role requires a passion for problem-solving and excellent communication skills, with a focus on delivering top-tier customer experiences. Join a dynamic team dedicated to transforming the hospitality industry through innovative solutions.

Benefits

HMO with Life Insurance

Performance bonuses & incentives

24 paid leaves

Weekly waffles and ice cream

Unlimited coffee

Qualifications

• Proven track record of 4+ years in a customer-facing role, preferably in software support environment.
• Experience supporting B2B and/or Enterprise customers.
• Exceptional problem-solving and troubleshooting skills.

Responsibilities

• Deliver outstanding customer service by swiftly resolving complex queries.
• Demonstrate strong troubleshooting skills to diagnose and solve technical issues.
• Guide users through product features and functionality.

Skills

Customer service

Problem-solving

Technical aptitude

Communication skills

Job description

Overview

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup transforming how the industry works — from guest experience to business growth. With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations. We’re proud to have over 800+ team members across 16 countries worldwide, all working together to build the future of hospitality technology. If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you. Guesty is seeking exceptional individuals with a passion for customer service, experience with working with enterprise customers and a knack for problem-solving to join our dynamic team as a Customer Experience Expert. We’re transforming the hospitality industry, and we need talented professionals who thrive in a fast-paced environment and are eager to grow with us. If you’re ready to make a significant impact and advance your career, this role is for you!

Responsibilities

• Deliver outstanding customer service by swiftly resolving complex queries via primarily chat and ticket, as well as some phone
• Demonstrate strong troubleshooting skills to diagnose and solve technical issues efficiently
• Guide users through product features and functionality with patience and clarity
• Manage a high-volume ticket queue, prioritizing based on urgency and SLAs
• Contribute to and maintain our knowledge base, constantly improving our support resources
• Collaborate closely with developers and technical teams to ensure customer satisfaction
• Adapt quickly to changing priorities and new product updates
• Identify and communicate patterns in customer issues to help improve our products and processes
• Act as a customer advocate—ensuring their voices are heard and their needs are met

Qualifications

• Proven track record of 4+ years in a customer-facing role, preferably in software support environment
• Experience supporting B2B and/or Enterprise customers
• Exceptional problem-solving and troubleshooting skills, with the ability to think critically and creatively
• Ability to thrive in a fast-paced, high-growth environment and quickly adapt to change
• Exceptional verbal and written communication skills—able to simplify complex issues for customers
• Ability to think critically, use good judgment, and go beyond scripted solutions
• Strong technical aptitude and ability to quickly learn new software and systems
• Customer-first mentality—empathetic, proactive, and always willing to go the extra mile
• Self-starter with a passion for learning and continuous improvement
• Flexibility to work shifting schedules, including night shifts

What We Offer

• A supportive environment where your voice is heard and valued
• Extensive training and mentorship programs in web technologies and customer support
• Clear path for career growth and professional development
• Opportunity to make a real impact on the company\'s success
• Collaborative team of innovators and industry disruptors

Location & Benefits: Cebu

Why You’ll Love Working With Us in Cebu! Welcome to our Cebu team! We mix meaningful work with exciting perks and a workplace culture that makes every day worth showing up for. Be part of our vibrant onsite team, with full-time office life and daily buzz!

• Health & Wellness, Covered — HMO with Life Insurance; Dental Plan for you and one dependent; Wellness programs
• Grow, Glow, and Go Big — Performance bonuses & incentives; Referral program; Professional development
• Time Off & Time to Celebrate — 24 paid leaves; Birthday & work anniversary celebrations; Team events
• Office Perks — Weekly waffles, ice cream, unlimited coffee, and fun workspaces
• Work Setup — Onsite

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.