Customer Support Manager (AI/Hospitality)

TL;DR

Customer Support Manager (AI/Hospitality): Managing support for German-speaking markets and global Key Accounts within an AI-driven hospitality platform with an accent on solving business challenges and technical troubleshooting. Focus on leading high-stakes trainings, owning Key Account communication, and optimizing support workflows.

Location: Remote (Cluj, Romania)

Company

hirify.global is a leading AI-driven hospitality platform dedicated to transforming guest experiences and empowering businesses to thrive.

What you will do

• Handle high volumes of support requests via email and chat with speed and precision.
• Lead client-specific training sessions for high-value Key Accounts.
• Act as the primary technical support contact for Key Account HQs.
• Identify workflow gaps and contribute to process improvements.
• Create FAQ articles and video tutorials for user self-service.
• Collaborate with Product and Sales teams to relay market-specific needs in English and German.

Requirements

• Native or C1-level fluency in German and English.
• 2+ years of experience in Customer Support or Client Success within a SaaS environment.
• Experience communicating with corporate HQ contacts and senior stakeholders.
• Strong written communication skills and professional "written EQ".
• Confidence in public speaking and leading virtual sessions for high-profile groups.
• Must be based in Cluj, Romania.

Nice to have

• Process-oriented mindset for continuous improvement.
• Technical intuition for troubleshooting and platform configuration.
• Passion for the travel and hotel industry.

Culture & Benefits

• Global, diverse, and collaborative remote-friendly environment.
• Flexible working hours for better work-life balance.
• Ongoing career development, coaching, and six dedicated days for learning.
• Virtual and in-person team events.
• Location-based social benefits and perks.