Customer Support Analyst

Job Summary

Owning around 30 customer cases daily, the full-time Customer Support Analyst will resolve issues related to hotel operations via chat, email, and phone while working in a remote environment.

Key responsibilities

• Manage and resolve routine and moderately complex customer issues end to end within agreed SLAs
• Investigate account history and workflow configurations to identify root causes and propose effective solutions
• Utilize AI tools to enhance case management efficiency and share successful strategies with teammates

Required qualifications

• 1 to 3 years of experience in a customer-facing support role within a tech environment, preferably SaaS or hospitality technology
• Experience in high-volume, queue-based setups with live chat and measurable performance targets
• Strong analytical skills with a focus on root-cause analysis across workflows and integrations
• Proficient in clear, plain-language communication in native or fluent English
• AI Fluency Level 3 or equivalent experience in utilizing AI tools for case management