Customer Support Analyst

Accountabilities: Own approximately 30 customer cases per day across chat, email, and phone, resolving routine and moderately complex issues from initial contact through resolution within agreed service levels. Investigate customer issues thoroughly by reviewing account history, configurations, workflows, integrations, and the operating environment to identify root causes and provide effective solutions. Provide calm, clear, and empathetic support during high-impact situations, including guest check-in issues, payment failures, and other operational problems affecting hotel teams. Manage multiple conversations simultaneously while maintaining accuracy, responsiveness, and a consistently high standard of customer service. Use AI tools to improve case investigation, drafting, triage, and workflow efficiency, while validating AI-generated outputs against the customer's actual configuration and circumstances. Identify recurring problems and escalate significant or complex issues to senior analysts and Team Leads with clear context and supporting evidence. Create accurate Jira tickets for Product and Engineering teams, including reproducible steps, customer impact, and relevant technical details. Contribute to knowledge-base improvements, FAQs, and internal support resources based on recurring customer issues and observed patterns. Share effective AI-assisted workflows and support practices with colleagues to help improve team-wide efficiency and consistency. Requirements 1–3 years of experience in a customer-facing technical support role, preferably within SaaS, hotel technology, payments, or another technology-driven environment. Experience working in a high-volume, queue-based support environment with live chat and measurable service metrics such as first-contact resolution and average handling time. Strong troubleshooting and root-cause analysis skills, with the ability to connect customer symptoms to workflows, product behavior, configurations, and integrations. Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly and practically to non-technical customers. Demonstrated hands-on use of AI tools to improve productivity, investigation, communication, or support workflows, with the judgment to verify AI-generated information before sharing it. Ability to remain composed, professional, friendly, and empathetic when supporting customers under pressure. Strong attention to detail, accuracy, and ownership, particularly when handling issues that may affect hotel operations. Comfortable working independently while collaborating effectively with distributed, cross-functional teams. Familiarity with hotel operations, hospitality technology, property management systems, point-of-sale platforms, or payment technology is advantageous. Working knowledge of tools such as Salesforce, Aircall, Confluence, or Jira is a plus. Additional language skills, particularly French, Dutch, German, Spanish, Gujarati, or Swedish, are advantageous. Benefits Remote-first working environment with flexible working options. Unlimited paid holiday. Participation in a company share program. Paid parental leave, including six months fully paid for primary caregivers and two months for secondary caregivers after one year of service. Annual learning and development budget of €300, with additional support available for high performers. Monthly dedicated time for personal development, learning, and growth. Work-from-anywhere flexibility, including the ability to work abroad for several weeks each year. Relocation options available after one year of service. Home-office setup budget and monthly work-from-home allowance. Access to AI productivity tools, including Claude tokens, to support workflow automation and more efficient ways of working. Additional location-specific benefits may include healthcare, retirement plans, team events, social activities, and other local perks. Inclusive, international, and collaborative remote working culture.