Customer Support Coach

TL;DR

Customer Support Coach (Hospitality): Assist hotel properties with software usage by resolving inquiries across phone, email, and chat, troubleshooting escalated issues, and fostering relationships to drive loyalty and adoption. Focus on gathering customer feedback for product improvements, creating training materials, and staying updated on system changes.

Location: Europe, fully remote

Company

hirify.global is a remote-first platform powering hotel management software for properties across 150 countries.

What you will do

• Assist customers daily with software usage and resolve inquiries via phone, email, chat, or other channels.
• Troubleshoot escalated issues and make outbound calls as needed.
• Build strong customer relationships to promote loyalty, retention, and software adoption.
• Gather feedback and requirements to inform future software releases.
• Create and update training materials and support resources.
• Attend training sessions to stay current with system updates.

Requirements

• Native or fluent English; Spanish or Portuguese is a plus
• 1+ years hospitality experience (Front Desk, Night Auditor, Revenue Manager, General Manager or similar)
• Previous customer service experience preferred
• Excellent communication, problem-solving, and emotional intelligence
• High learning agility and computer skills
• Excellent internet connection
• Compatible education or 2+ years proven experience

Nice to have

• Experience in Portuguese

Culture & Benefits

• Fully remote team with global professionals
• PTO per local laws, Monthly Wellness Fridays, full paid parental leave
• Home office stipend based on country of residency
• Professional development via hirify.global University, manager training, upskilling
• Supportive, diverse, collaborative culture focused on learning and innovation