Customer Support Associate (Hospitality)

TL;DR

Customer Support Associate (Hospitality/SaaS): Providing technical and operational support to property managers using the RentalReady platform with an accent on troubleshooting and user onboarding. Focus on resolving platform bugs, managing OTA channel integrations, and improving self-service knowledge bases.

Location: Remote (Must be based in Tangier, Morocco)

Company

A leading short-term rental and hospitality management company operating across the UK, France, Portugal, Spain, and the UAE.

What you will do

• Respond to customer enquiries via tickets, chat, and email while meeting defined SLAs.
• Troubleshoot product issues and escalate platform bugs to Product and Engineering teams with clear reproduction steps.
• Guide new users through platform setup, configuration, and best practices during onboarding.
• Create and maintain knowledge base articles, FAQs, and response templates.
• Monitor service incidents and proactively communicate updates to affected customers.
• Collaborate with Customer Success, Finance, and Product teams to resolve cross-functional issues.

Requirements

• Experience in customer support, property management, or short-term rental operations.
• Understanding of OTA channel management platforms such as Airbnb, Booking.com, and Vrbo.
• Experience with ticketing systems like Zendesk and payment platforms like Stripe.
• Fluency in French and English (written and spoken).
• Working schedule: Tuesday to Saturday.
• Strong organizational skills and confidence leading customer video calls.

Nice to have

• Proficiency in Spanish or Portuguese.

Culture & Benefits

• Flexible, remote-friendly working environment.
• Opportunity to work within a diverse, international team.
• Continuous learning opportunities and room for career growth.
• Impactful role helping thousands of property managers succeed.