Customer Support Analyst (Fully Remote)

Undisclosed; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Unlimited paid holiday

Paid parental leave

Annual learning budget

Work-from-anywhere flexibility

Job summary

Undisclosed seeks a user-focused customer support specialist to assist hotel teams with a sophisticated platform. You will handle inquiries across chat, email, and phone, ensuring high service quality while working in a remote-first environment.

Ideal candidates have 1–3 years of SaaS or hotel-tech support experience, strong troubleshooting skills, and excellent English communication. Benefits include unlimited holidays, parental leave, and annual learning budgets.

Qualifications

• 1-3 years of customer-facing technical support experience, preferably in SaaS or hotel technology.
• Strong troubleshooting and root-cause analysis skills with excellent English communication.
• Familiarity with hotel operations or payment technology is advantageous; knowledge of Salesforce, Jira, or Confluence is a plus.
• Unlimited paid holiday and remote-first working environment.
• Paid parental leave with six months for primary caregivers and two months for secondary caregivers.
• Annual learning and development budget and work-from-anywhere flexibility.

Responsibilities

• Provide customer-facing support for hotel teams using a sophisticated, interconnected platform.
• Manage a high volume of cases across chat, email, and phone with strong service quality.
• Own approximately 30 customer cases per day, resolving routine and moderately complex issues within service levels.
• Investigate root causes across workflows, payments, integrations, and platform configurations.
• Use AI tools to improve case investigation, drafting, and triage while validating AI outputs.

Skills

Troubleshooting

Root-cause analysis

English communication

Tools

Salesforce

Jira

Confluence

Job description

• Provide customer-facing support for hotel teams using a sophisticated, interconnected platform.
• Manage a high volume of cases across chat, email, and phone with strong service quality.

Accountabilities:

• Own approximately 30 customer cases per day, resolving routine and moderately complex issues within service levels.
• Investigate root causes across workflows, payments, integrations, and platform configurations.
• Use AI tools to improve case investigation, drafting, and triage while validating AI outputs.

Requirements:

• 1-3 years of customer-facing technical support experience, preferably in SaaS or hotel technology.
• Strong troubleshooting and root-cause analysis skills with excellent English communication.
• Familiarity with hotel operations or payment technology is advantageous; knowledge of Salesforce, Jira, or Confluence is a plus.
• Unlimited paid holiday and remote-first working environment.
• Paid parental leave with six months for primary caregivers and two months for secondary caregivers.
• Annual learning and development budget and work-from-anywhere flexibility.

The company provides a sophisticated, interconnected platform for hotel teams, bridging technology and hospitality. It maintains a remote-first, fast-moving culture that is inclusive, international, and collaborative.