Customer Support Specialist B2C

TL;DR

Customer Support Specialist B2C: Provide exceptional multilingual customer support for a SaaS platform in hospitality tech with an accent on customer assistance, issue resolution, and customer advocacy. Focus on managing multi-channel communication, data analysis, and collaboration across teams to enhance customer satisfaction and product improvements.

Location: Remote within Europe

Company

hirify.global is a fast-growing B2B SaaS startup in hospitality tech, helping lodging providers increase revenues and direct bookings with a client base of over 4,000 companies across 40+ countries.

What you will do

• Respond promptly and professionally to guest inquiries via chat, email, or phone, escalating issues when necessary.
• Analyze and resolve customer-reported issues, collaborating with internal teams for complex cases.
• Conduct customer training sessions and update documentation and knowledge base.
• Gather customer feedback and advocate for their needs to improve the product.
• Track and report customer interactions and trends using CRM and ticketing systems.
• Identify upselling and cross-selling opportunities aligned with customer needs.

Requirements

• Must have at least 5 years of experience in Customer Support or similar roles.
• Excellent written and verbal communication in English and Italian; German is a plus.
• Proficiency with help desk and messaging platforms (Zendesk), CRM and ticketing tools (HubSpot).
• Ability to manage multi-channel communication including WhatsApp, email, and OTA platforms.
• Knowledge of hospitality industry workflows and escalation protocols.
• Data analysis skills with Excel, Google Sheets, and BI tools like Tableau or Looker.
• Understanding of SLA and KPI management to maintain service quality.

Culture & Benefits

• Work in a small, fast-moving, and top-performing team with a supportive environment.
• Remote work with frequent opportunities to meet up.
• Opportunity to join one of the best travel-tech sales teams in Europe.
• Environment encouraging bold choices, learning from mistakes, and continuous growth.
• Use of advanced software tools to automate repetitive tasks and focus on customers.
• Fun and enriching team-building events beyond usual outings.