Customer Support Associate

• Responding to customer enquiries via tickets, chat, and email, meeting defined SLAs and prioritising requests based on urgency and impact
• Troubleshooting product issues, configuration errors, and platform bugs, reproducing issues where needed to identify root causes
• Escalating technical issues to our Product and Engineering teams with clear reproduction steps, relevant logs, and business impact
• Supporting customer onboarding by guiding new users through setup, configuration, and platform best practices
• Creating and maintaining knowledge base articles, FAQs, and response templates to improve self-service and reduce recurring enquiries
• Monitoring service incidents and outages, proactively communicating updates to affected customers
• Gathering customer feedback and sharing insights with Product teams to help shape future improvements
• Collaborating closely with Customer Success, Finance, Product, and Onboarding teams to resolve cross-functional customer issues

• Experience in customer support, property management, or short-term rental operations
• Good understanding of OTA channel management platforms such as Airbnb, Booking.com, and Vrbo/Abritel
• Familiarity with payment platforms such as Stripe
• Experience using customer support platforms such as Zendesk or similar ticketing systems
• Confidence managing a high volume of customer enquiries across multiple channels
• Excellent communication skills and confidence leading customer video calls
• Fluency in French and English (written and spoken)
• Strong organisational skills with the ability to prioritise multiple tasks in a fast-moving environment
• A collaborative mindset and the ability to work effectively with cross-functional teams
• Working schedule: Tuesday to Saturday

Spanish or Portuguese is a strong advantage

• Flexible, remote-friendly working environment with an amazing team
• Join a fast-growing company shaping the future of hospitality technology
• Work alongside talented colleagues from a diverse, international team
• Continuous learning opportunities and room to grow your career
• Make a real impact by helping thousands of property managers succeed