B2C Customer Support Specialist (Part-Time)

TL;DR

B2C Customer Support Specialist: Providing support to customers, ensuring their satisfaction with the SaaS platform with an accent on responding promptly to inquiries via chat, email, or phone. Focus on resolving customer-reported issues and collaborating with internal teams.

Location: Europe | Remote | Italy

Company

hirify.global is building the future of hospitality tech with its SaaS, helping lodging providers boost revenues and get more direct bookings.

What you will do

• Respond to guest inquiries received via chat, email, or phone and provide accurate, empathetic, and helpful assistance.
• Analyze and efficiently resolve customer-reported issues, collaborating with internal teams for complex cases.
• Conduct training sessions to demonstrate product features and best practices and provide tailored resources to enhance customer adoption and efficiency.
• Manage and update the knowledge base with FAQs and practical guides.
• Gather feedback from customers and represent their needs within the organization.
• Identify opportunities to recommend services or upgrades that align with customer needs and present solutions with a value-driven approach.

Requirements

• At least 3 years in Customer Support or a similar role.
• Ability to set up and manage a customer support team.
• Excellent written and verbal communication in English and Italian (German languages is a big plus).
• Proficiency with help desk and messaging platforms (e.g., Zendesk). Experience with CRM and ticketing tools (e.g., HubSpot)
• Knowledge of the hospitality industry and common guest workflows.
• Understanding of Service Level Agreements and Key Performance Indicators to uphold customer satisfaction and service quality.

Culture & Benefits

• Work in a small and top-performing team.
• Opportunity to join one of the best travel-tech sales teams in Europe.
• An environment where mistakes are allowed.
• Continuous growth.
• Remote working with frequent opportunities to meet up.
• Fun and enriching experiences.