Customer Support Analyst

📋 Description

• Own approximately 30 customer cases per day across chat, email, and phone, resolving routine and
• Investigate customer issues thoroughly by reviewing account history, configurations, workflows
• Provide calm, clear, and empathetic support during high-impact situations, including guest check-in
• Manage multiple conversations simultaneously while maintaining accuracy, responsiveness, and a
• Use AI tools to improve case investigation, drafting, triage, and workflow efficiency, while
• Identify recurring problems and escalate significant or complex issues to senior analysts and Team

🎯 Requirements

• 1–3 years of experience in a customer-facing technical support role, preferably within SaaS, hotel
• Experience working in a high-volume, queue-based support environment with live chat and measurable
• Strong troubleshooting and root-cause analysis skills, with the ability to connect customer
• Excellent written and verbal English communication skills, with the ability to explain technical
• Demonstrated hands-on use of AI tools to improve productivity, investigation, communication, or
• Ability to remain composed, professional, friendly, and empathetic when supporting customers under

🎁 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
• Annual learning and development budget of €300, with additional support available for high
• Monthly dedicated time for personal development, learning, and growth.