Customer Support Analyst

TL;DR

Customer Support Analyst (Hospitality SaaS): Provide technical support to clients using our cloud-based property management system with an accent on troubleshooting issues, proactive consultations, and documentation. Focus on building customer relationships, improving product usage efficiency, and continuously enhancing the internal knowledge base.

Location: Located in Dallas (flexible hybrid working options, shift work required: Early 07:00–16:00, Day 09:00–18:00, Late 13:00–22:00)

Company

Hotel tech unicorn powering cloud-based property management solutions for global hospitality brands across 85+ countries.

What you will do

• Develop deep understanding of hirify.global solutions and serve as product ambassador to ensure customers achieve maximum value.
• Deliver exceptional technical support via messaging, email, and phone.
• Proactively consult customers on improving usage and efficiency.
• Build and maintain rapport with key contacts at customer sites.
• Maintain thorough customer documentation and leverage support tools.
• Continuously improve the internal knowledge base.

Requirements

• Native or fluent in English + additional language (Spanish, French, or Gujarati a plus).
• Located in Dallas and willingness to work shifts for 24/7 global customer support.
• Experience in hotels and/or customer service roles in SaaS.
• Experience using Property Management Systems (bonus).
• Ability to take feedback, learn quickly, and adapt to new situations.
• Outgoing and social, ready to communicate across countries and organizational levels.

Culture & Benefits

• Unlimited paid holiday and best-in-class parental leave (6 months fully paid for primary caregivers).
• Company share program, monthly EDGE time for personal development, and home office setup budget.
• Workation policy allowing work from other countries for a few weeks yearly and relocation options after 1 year.
• Monthly working-from-home and healthcare allowances (where local benefits unavailable).
• Flexible hybrid working, team events, and open communication culture with weekly all-hands.
• Slack channels for interests and after-work socials (virtual or in-person).