Customer Support Representative (H)

About Us

Helpware is a technology-driven company with offices in the USA Ukraine Mexico and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams innovative solutions and technologies.

About the Role

The role focuses on operational ticket handling for the clients customers primarily user access management competitive set creation and standard onboarding tasks supporting both the existing customer base and the onboarding of large new portfolio accounts ramping in mid-2026.

The role provides additional capacity around the clients UK-based senior support with shifts that extend coverage before and after core UK hours and into the Americas business day. Scope is intentionally focused on high-volume repeatable operational work; complex domain queries escalations and finance-adjacent work are handled by the clients senior support and adjacent teams. Scope may evolve over time as we expand platform self-service capabilities.

Key Responsibilities

• Triage and resolve customer support tickets received via the CS pipeline (HubSpot today; transitioning to Salesforce in 2026) within defined SLAs and during assigned shift hours.
• Manage user access requests new user creation access grants and removals password resets account deactivations and portfolio-level access changes for chain and franchise accounts.
• Create and update competitive sets including like-for-like comp sets PGI activations and validating customer-submitted comp set requests against rules using the validation tooling provided.
• Configure new customer accounts and hierarchies during onboarding including bulk setup work for large portfolio roll-outs.
• Document customer interactions thoroughly in the CRM to maintain accurate account history and ticket data integrity including correct categorization and tagging.
• Handle standard data and reporting queries (e.g. participation lists monthly data release follow-ups missing-data confirmations) escalating complex P&L USALI or domain-specific queries to senior support.
• Adhere to defined SLAs first response within 1-2 hours of ticket receipt during shift hours; close 75% of tickets within 24 hours; full formal SLA of 48 hours.
• Follow defined handoff procedures for cases that fall outside contractor scope (complex onboarding billing/invoicing subscription/renewals escalations) and route them to the appropriate team.
• Perform other operational duties as needed within scope including support for monthly data release activity and ad-hoc bulk operational tasks.

Tools & Systems

You will work with:

• HubSpot CRM (current ticket management system; transitioning to Salesforce during 2026).
• Internal tooling (competitor set tooling website manager hierarchy management) accessed remotely via Remote Desktop Protocol (RDP).
• Microsoft Excel (intermediate proficiency formulas lookups data validation pivot tables for standard reporting).
• Slack (team communication and lightweight workstream tracking e.g. third-party data releases demo accounts internal queries).

Qualifications

Required

• 2 years experience in a customer service technical support or B2B SaaS support role.
• Strong written English communication clear professional customer-ready.
• Proficiency in Microsoft Excel formulas lookups data validation pivot tables.
• Hands-on experience with a CRM ticketing system (HubSpot Zendesk Salesforce Freshdesk or equivalent).
• Comfortable working remotely with structured remote-access tooling (RDP) and shift-based schedules.
• Self-managed detail-oriented and able to work independently within defined operational processes.
• Reliable internet connection and a quiet professional working environment suitable for client-facing work.

Preferred

• Experience in the hospitality travel or property data sector.
• Prior exposure to data-quality or data-validation work (e.g. customer-submitted form validation reference-data management).
• Awareness of hospitality data structures competitive sets hierarchies and the Uniform System of Accounts for the Lodging Industry (USALI).
• Experience supporting bulk onboarding or migration projects for portfolio accounts.

Attributes

• Detail-Oriented: Youre meticulous accurate and understand how small errors can have big consequences.
• Dependable & Consistent: You take pride in doing your job well every day and helping others do the same.
• Operationally Minded: You enjoy executing clear workflows and solving problems with repeatable systems.
• Technology Comfortable: You are confident learning new systems working with SaaS platforms and adapting to evolving tools and processes.

Performance Expectations

• Response time: within 1-2 hours of ticket receipt during shift hours.
• Closure rate: 75% of tickets closed within 24 hours; 100% within the formal 48-hour SLA.
• Quality: accurate documentation correct ticket categorization and customer-facing communication that meet the clients brand and tone standards.
• Productivity: per-FTE ticket throughput targets to be defined and reviewed during onboarding and the first 90 days.
• Continuous improvement: identify recurring ticket patterns knowledge-base gaps or self-service opportunities and surface them to HotStats senior support.

Schedule & Location

This is a full-time on-site role. You will be expected to work hours that overlap with US business hours; specific schedules will be confirmed at offer.