Customer Solutions Analyst (Hospitality)

Location: Manila, Philippines; hybrid working model with in-office and remote work

Company

hirify.global provides a hotel commerce platform used by more than 56,000 hotels in over 150 countries, connecting hotels with partners and supporting reservations, revenue management, demand forecasting, and hotel performance.

What you will do

• Provide technical support for hirify.global products and services to internal and external customers, primarily across the English-speaking APAC region.
• Deliver support and advice through phone, chat, and other channels while building strong customer relationships.
• Understand customer requirements, set expectations, and resolve issues efficiently against customer needs and internal KPIs.
• Resolve cases promptly in line with company SLAs and personal KPIs.
• Act as a technical expert by identifying issues and communicating requirements internally.
• Guide frontline teammates and resolve complex escalated issues directly.

Requirements

• Experience in a technical support role, with strong customer service skills and a solid technical foundation.
• Ability to understand and troubleshoot complex technical issues across multiple technical platforms in a fast-paced, KPI-driven environment.
• Fluent written and verbal English communication.
• Strong analytical skills to assess problems quickly, identify root causes, and implement effective solutions.
• Ability to diagnose and troubleshoot browser, connectivity, and software issues.
• Excellent interpersonal skills for engaging with customers and internal teams, including the ability to manage conflicts professionally.

Culture & Benefits

• Hybrid working model combining in-office and remote work.
• Equity package participation.
• Mental health and well-being initiatives.
• Generous parental leave, including secondary parental leave.
• Paid birthday, study, and volunteering leave.
• Sponsored social clubs, team events, celebrations, employee resource groups, and training for personal growth.