Customer Support Specialist - SAAS

Help hospitality businesses succeed with world-class technologyAn award-winning global travel technology company is looking for a Customer Support Specialist to support customers across the North American market.This is a fantastic opportunity to join a fast-growing SaaS company that provides a powerful booking and property management platform used by tens of thousands of independent hotels, B&Bs, and vacation rental hosts worldwide.In this role, you will work directly with customers to help them get the most out of the platform, troubleshoot issues, and ensure they can successfully manage their reservations, guests, and online travel agency connections.If you enjoy solving problems, helping customers succeed, and working in a fast-paced tech environment, this role offers the chance to build your career in customer success within the travel technology sector.The OpportunityAs a Customer Support Specialist, you will be the first point of contact for customers, providing support through phone, chat, and online channels. You will help hospitality businesses navigate the platform, resolve technical questions, and ensure they are maximizing the value of the technology.You’ll work in a collaborative, customer-focused team that prides itself on delivering exceptional service while helping customers succeed in running their businesses.Key ResponsibilitiesProvide multi-channel support to customers via phone, live chat, and web portalTroubleshoot technical and usage issues related to the company’s booking and property management softwareHelp customers maximize the platform’s capabilities and improve their operational efficiencyResolve the majority of customer queries at the first point of contactSupport integrations with major online travel agencies such as Booking.com, Expedia, and AirbnbConduct screen-share troubleshooting sessions to resolve more complex issuesEscalate technical problems to specialist teams when requiredTrack recurring issues and provide feedback to improve products and processesContribute to help articles and internal knowledge resourcesWhat We’re Looking ForBased in Dallas, TX and legally authorized to work in the United States3–5 years of experience in customer support or SaaS software supportComfortable supporting customers via phone, email, and live chatStrong troubleshooting and analytical skillsAbility to explain technical concepts in a clear and simple wayExcellent written and verbal communication skillsCalm, professional, and solutions-focused when working with customersAble to adapt to changing priorities in a fast-paced environmentBachelor’s degree or equivalent experienceWhat’s on OfferPermanent full-time roleCompetitive benefits including healthcare, 401(k), and PTOOpportunity to work with a global SaaS company in the travel technology sectorCollaborative team environment focused on customer successA supportive culture that values both hard work and having fun as a team