Customer Support & Success Specialist

PROFITROOM; Singapore; Remote; SGD 45,000 - 65,000; Full time

Job summary

Profitroom is looking for a remote Customer Support & Success Specialist in the APAC region to enhance customer experience and drive product adoption. This role combines technical expertise and customer advocacy to ensure client satisfaction and successful product integration, all while fostering strong relationships and providing tailored solutions.

Benefits

Remote work environment

Annual travel vouchers

Dedicated team development fund

Co-financed life and medical insurance

24 days off annually

2 extra CSR days off

Company retreats and events

Employee referral program

Flat hierarchy

Qualifications

• Experience as a Support Specialist, ideally in hospitality.
• Ability to work APAC hours and deliver client-focused solutions.
• Strong verbal and written English skills.

Responsibilities

• Act as primary technical contact for APAC clients.
• Troubleshoot technical issues and resolve them promptly.
• Build and maintain relationships with key accounts.

Skills

Technical troubleshooting

Communication

Problem solving

Relationship building

Tools

Salesforce

Zoho CRM

HubSpot

Job description

Job Information

• Date Opened: 05/05/2025
• Remote Job
• Job Type: Full time
• Industry: IT Services

Job Description

This is a remote position.

Profitroom - Empowering hotels directly

We are currently seeking a Customer Support & Success Specialist based in the APAC region to support our growing customer base in this area. In this role, you will leverage your customer experience and technical expertise to assist customers in adopting Profitrooms products, providing education and consultation to help them achieve our mission: generating simply more bookings.

As a key point of contact for our clients, you will play a critical role in ensuring a seamless and effective product experience, from day-to-day technical support to long-term strategic guidance. This position combines technical troubleshooting and customer advocacy, with a strong focus on driving satisfaction and product adoption across the Asia-Pacific region.

Daily activities:

1. Act as the primary technical contact for clients (mainly in APAC), responding promptly to inquiries via email, chat, or online meetings, and providing expert support on product setup, issue resolution, and system usage.
2. Troubleshoot and resolve technical issues in line with agreed SLAs, escalating when necessary and ensuring clients receive timely, effective solutions.
3. Build and maintain strong, trust-based relationships with key accounts by offering consultative support and identifying opportunities for optimization and upselling.
4. Understand clients' needs to deliver tailored technical solutions that align with their business objectives and improve overall system performance.
5. Collaborate with internal teams to share client feedback, address recurring issues, and suggest product or process improvements.
6. Manage product upgrades and new system implementations, ensuring seamless transitions and minimal disruption to clients.
7. Proactively engage with clients to ensure ongoing satisfaction, provide updates, and reinforce a high standard of customer experience.

Requirements

• Experience as a Support Specialist, Account Manager, Customer Success Manager, or similar technical role, ideally within the hospitality industry.
• Experience in delivering client-focused technical solutions to customer needs.
• Ability to work APAC business hours and support clients across the Asia-Pacific region.
• Strong verbal and written communication skills in English.
• Strong communication and presentation skills, with the ability to influence stakeholders at all levels, including C-level.
• Excellent negotiation, relationship-building, and problem-solving abilities, with a track record of thinking out of the box to find client solutions.
• Strong organizational and multitasking skills in a fast-paced environment.
• Quick learner with the ability to understand system integrations and technical workflows.
• Experience in consultative client engagement and driving business improvements.
• Experience with hotel management systems or ticketing systems/CRM software (e.g., Salesforce, Zoho CRM, or HubSpot) would be an asset.

Benefits

• Enjoy Work-Life Balance: Fully remote work environment.
• Explore the World: Annual "Work with Us, Travel with Us" vouchers.
• Grow Your Skills: Access to a dedicated team development fund.
• Stay Healthy: Co-financed life and medical insurance, access to sports facilities.
• Take Time Off: 24 days off with B2B contract.
• Share hospitality: 2 extra days off annually for CSR activities.
• Join Celebrations: Company retreats, events, wedding & baby packs, employee referral program.
• Transparent Culture: Flat hierarchy and open communication channels.

Recruitment process:

• Intro call with the Recruiter (up to 45 minutes)
• Role and Team fit interview with Team Leader and Support Operations Manager (up to 60 minutes)

About us:

Profitroom is a global hospitality software technology company originating from Poznan, Poland, founded in 2008. We span across 5 continents, serving over 3500 customers, providing SaaS technology and marketing services to enhance revenue, bookings, and efficiency for hoteliers.

We deliver leading SaaS technology and marketing services to give hoteliers the tools to increase revenue performance, bookings, and efficiency, and provide their consumers with the best services and experiences.