Customer Support Analyst

This is a fully remote position, open to applicants in Australia.

📋 Description

• Manage approximately 30 cases daily through chat, email, and phone.

• Address both routine and moderately complex issues from start to finish within established SLAs.

• Examine account histories, workflow configurations, and customer environments to determine root causes.

• Suggest solutions instead of defaulting to escalation.

• Communicate effectively and calmly with stressed, non-technical hotel teams.

• Revamp casework utilizing AI, including prompts and triage strategies.

• Share successful AI techniques with colleagues.

• Report recurring issues to senior analysts or Team Leads.

• Update the knowledge base with relevant information.

• Create Jira tickets for Product and Engineering with reproducible steps and their impact.

⛳️ Requirements

• 1 to 3 years of experience in a customer-facing support role within a tech environment, such as SaaS, hotel technology or payment processing.

• Ideally some familiarity with PMS, POS, or payments support.

• Experience in a high-volume, queue-based environment with live chat and measurable targets like FCR and AHT.

• Ability to manage multiple cases simultaneously while maintaining quality standards.

• Strong root-cause investigation mindset encompassing workflows, product behavior, and integrations.

• Proficient in clear, plain-language writing and speaking in native or fluent English.

• AI Fluency Level 3 or equivalent hands-on experience with AI tools and evaluating their outputs.

• Practical experience in hotel operations or hospitality technology (preferred).

• Familiarity with Salesforce, Aircall, Confluence, and Jira (preferred).

• Proficiency in additional languages, particularly French, Dutch, German, Spanish, Gujarati, or Swedish (preferred).

🏝️ Benefits

• Unlimited paid vacation.

• Opportunity to participate in the company share program.

• Paid parental leave (6 months fully paid for primary caregivers, 2 months for secondary caregivers, available after one year of service).

• Annual learning budget of €300, with additional funds for high performers.

• Monthly "EDGE" time dedicated to personal development.

• Work-from-anywhere policy allowing flexibility to work abroad for a few weeks each year.

• Relocation assistance available after one year.

• Flexible hybrid working arrangements.

• Home office setup budget.

• Monthly work-from-home allowance.

• Claude tokens for workflow automation.

• Local benefits that vary by location, including healthcare and retirement plans, team events, social gatherings, and other perks.