(fluent English & French) Customer Support Consultant, hospitality

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do

• Deliver outstanding customer support via phone calls, chats, and emails;
• Manage day-to-day guest communication and ensure a smooth guest experience;
• Ensure the operational success of our guest services and maintain high levels of guest satisfaction;
• Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms;
• Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures;
• Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently;
• Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction;
• Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately;
• Process booking modifications, including extensions, date changes, and special requests promptly;
• Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.

What you need to succeed in this role

• Excellent English and French skills (C1 for both spoken and written);
• At least 6 months of experience in a customer support role;
• Strong analytical thinking and research skills;
• Experience in travel industry/hospitality;
• Positive, proactive and responsible attitude;
• Familiarity with internal tools such as Hostaway, Duve, Turno, AppSheet, or similar reservation and guest management systems;
• Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

Will be a great plus

• Experience in hospitality or property management industry.

Benefits

• Flexible schedule;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your development and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.