Customer Support Specialist | $50K-$65K + Remote + Career Growth | Exciting Event Planning Funded SaaS
Customer Support Specialist | $50K-$65K + Remote + Career Growth | Exciting Event Planning Funded SaaS
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Job Description
We seek a detail-oriented people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs. (Help onboard hotels onto the platform as well)
Youll be a key touchpoint for both planners and hotels helping troubleshoot issues and ensuring timely engagement from all parties.
Responsibilities
Hotel Onboarding & RFP Management
- Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
- Follow a proven script and onboarding process adapting when needed.
- Track and maintain consistent follow-ups with hotels.
- Maintain and update hotel contact information and associate hoteliers with their properties.
- Monitor RFP response rates and identify/prioritize overdue RFPs.
- Facilitate communication between hotels and planners.
- Work with various stakeholders including hotel staff sales managers and planners while maintaining organization-wide communication standards.
Customer Support
- Respond to inbound inquiries from planners and hotels via Intercom chat email and phone.
- Update and improve existing support content and macros to reflect product updates.
- Provide feedback to product and customer success teams to improve user experience.
Help Center
- User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
- Collaboration: Work with support product and marketing teams to ensure documentation aligns with product updates and company messaging.
Qualifications :
- 1-3 years of experience in SaaS customer support in a startup environment or similar.
- Self-motivated with a track record of working well independently.
- Must be comfortable being on the phone with customers.
- Excellent communication skills both written and verbal.
- Must be able to work in a fast-paced environment with the ability to prioritize multi-task perform well under pressure meet deadlines and work a flexible schedule.
- Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid high-growth environment.
- Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
- Highly proactive beyond owning a customer support process - not an order taker.
- A clear professional communicator both written and verbal.
- Comfortable with learning and utilizing customer support tools email and chat messaging.
- Process-oriented yet adaptable in a fast-moving environment.
- Highly organized and proactive with strong follow-through.
- Experience or interest in the events/hospitality industry is a bonus.
Additional Information :
About SaaS Talent
SaaS Talent is more than just a recruiting company. Were your hiring business development and growth partner with 20 years of experience in SaaS and Hi-Tech that helps you scale and transform your business. Weve worked with 100 companies and helped them achieve their goals. From streamlining sales marketing and operations to hiring ideal talent and getting funding if youre struggling to grow were an ideal choice.
Reach out to us at to learn more about how we can help you.
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Yes
Employment Type :
Full-time
Employment Type
Remote
