Customer Support Analyst (Hospitality)

TL;DR

Customer Support Analyst (SaaS/Hospitality): Providing technical support and consulting for hotel clients using a cloud-based property management system with an accent on troubleshooting and customer relationship management. Focus on resolving technical issues via messaging, email, and phone while improving internal knowledge bases.

Location: Must be based in one of the following US states: Arizona, Florida, Georgia, Kansas, Montana, North Carolina, Ohio, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Wisconsin

Salary: $64,500 — $66,000 USD

Company

hirify.global is a Hotel Tech unicorn providing a next-generation cloud property management solution to accelerate digital transformation for global hospitality brands.

What you will do

• Provide exceptional technical support for customers via messaging, email, and phone.
• Consult proactively with customers to improve their usage and efficiency of the platform.
• Build and maintain strong rapport with designated contacts at customer sites.
• Maintain thorough customer documentation and leverage support tooling for issue tracking.
• Continuously contribute to and improve the internal knowledge base.

Requirements

• Native or fluent proficiency in both English and Gujarati.
• Must be based in one of the eligible US states: AZ, FL, GA, KS, MT, NC, OH, SC, TN, TX, UT, VT, VA, WI.
• Experience in hotel operations or customer service roles within the SaaS industry.
• Willingness to work in rotating shifts (Early: 07:00–16:00, Day: 09:00–18:00, Late: 13:00–22:00).
• Ability to learn quickly, adapt to new situations, and incorporate feedback.

Nice to have

• Experience using Property Management Systems (PMS).

Culture & Benefits

• Participation in the company share program and unlimited paid holiday.
• Best-in-class parental leave (6 months fully paid for primary caregivers).
• Flexible hybrid working options and a one-off home office setup budget.
• Workation policy allowing remote work from other countries for a few weeks per year.
• Monthly "EDGE" time dedicated to professional growth and exploration.
• Monthly working-from-home and healthcare allowances.