Customer Support Specialist

As a Customer Success Specialist, you will be at the forefront of delivering unp...

Location

Canada , Kelowna

Salary:

40000.00 - 50000.00 USD / Year

Fullscript

Expiration Date

Until further notice

Requirements

Proven experience in customer-centric roles, ideally in retail or hospitality
Passion for customer happiness and a positive, engaging demeanor
Ability to multitask and excel in a dynamic environment
Dedication to delivering excellence in every interaction
Strong communication and organizational skills
Embracing change and welcoming new challenges
Enjoyment of collaborative teamwork
Curiosity and a continuous learning mindset
You must be flexible in scheduling to support customers across North America
Familiarity with Zendesk and SaaS productivity tools is a plus

Job Responsibility

Collaborate with our practitioners and patients by phone, email, and live chat to identify opportunities to make every user successful
Troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs
Successfully resolving complex customer email and telephone inquiries through the use of multiple customer support tools and personal product knowledge
Building sustainable relationships of trust through open and interactive communication
Collaborating with your teammates to come up with new initiatives to surprise & delight our customers
Coordinating closely with your teammates to ensure support is covered during all business hours
Gathering trends in issues and feedback and reporting them to your supervisor
Working closely with the rest of the support team to ensure there is coverage during all business hours being a champion of Fullscript

What we offer

Competitive Compensation
Flexible Paid Time Off program
Fullscript’s RRSP match program
Stock Options
Customizable benefits package (medical, dental, vision) with HSA
Discount on Fullscript catalog of products for family & friends
With room to make up to 6k in bonuses

Fulltime

Support Specialist

At Coefficient, we believe that providing the highest quality support is vital t...

Location

Philippines

Salary:

Not provided

Coefficient

Expiration Date

Until further notice

Requirements

Minimum 4+ years of SaaS customer support experience
Must have an intermediate/advanced level knowledge of Google Sheets or Excel
Customer empathy
Strong written and verbal communication skills
Collaboration
Strategic problem solving
Excellent organization
Optimism
Ability to remain calm under pressure
Desire to learn

Job Responsibility

Resolve a high volume of user requests through various support modalities which may include inbound and outbound email, chat, and messaging
Investigate and fulfill all tier 1 & 2 support requests while communicating directly with users and internal stakeholders
Navigate ambiguity in one-off issues to deliver exceptional outcomes
Diagnose problems and propose possible solutions for the short- and long-term
Complete thorough documentation and notation on user requests to be able to provide feedback to leadership and program teams regarding processes and trends
Demonstrate strong written and verbal communication skills while being mindful of your tone and your pace in order to respond to and exceed customers' expectations

Senior Manager, Technical Support

Lead our Senior Technical Support Specialists (L2 team), driving advanced operat...

Location

Spain

Salary:

Not provided

Duetto

Expiration Date

Until further notice

Requirements

8+ years of experience in SaaS technical support
3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team
Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
Exceptional communication skills
Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows

Job Responsibility

Manage and mentor a global team of 5-10 Senior Technical Support Specialists
Foster a culture of accountability, learning, and growth
Optimize and formalize the time allocation for the Senior team
Lead team meetings and conduct one-on-ones
Monitor L2 team schedules, queue coverage, workflows, and KPIs
Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support
Act as a player-coach
Oversee the entire bug reporting process from L1 Support identification to Jira creation and handoff to Product teams
Serve as the primary owner for high-severity bug-related issues and escalations
Ensure that reported bugs are prioritized correctly with Product and Engineering teams

Senior Manager, Technical Support

Lead our Senior Technical Support Specialists (L2 team), driving advanced operat...

Location

United Kingdom

Salary:

Not provided

Duetto

Expiration Date

Until further notice

Requirements

8+ years of experience in SaaS technical support
3+ years of experience managing or leading L2/L3 teams in a B2B SaaS customer-facing support team
Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments
Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies
Exceptional communication skills
Extensive experience in driving process improvements, particularly related to bug reporting, prioritization, and resolution workflows

Job Responsibility

Manage and mentor a global team of 5-10 Senior Technical Support Specialists
Foster a culture of accountability, learning, and growth
Optimize and formalize the time allocation for the Senior team
Lead team meetings and conduct one-on-ones
Monitor L2 team schedules, queue coverage, workflows, and KPIs
Ensure Senior team members adhere to schedules and provide high-quality, advanced customer support
Act as a player-coach
Oversee the entire bug reporting process from L1 Support identification to Jira creation and handoff to Product teams
Serve as the primary owner for high-severity bug-related issues and escalations
Ensure that reported bugs are prioritized correctly with Product and Engineering teams

Fulltime

Menu Design and Development Specialist

The Menu Design & Development Specialist leads the configuration, optimization, ...

Location

Mexico , Mexico City

Salary:

22300.00 MXN / Month

MyTennisLessons

Expiration Date

Until further notice

Requirements

Advanced proficiency in Microsoft Office, Google Suite, and spreadsheet tools for analysis and reporting
Strong analytical, problem-solving, and troubleshooting abilities for complex POS configurations
Calm and effective under pressure, with excellent organizational and prioritization skills
Exceptional written and verbal communication
multilingual ability is a plus
Proven success in client-facing consultation and technical implementation roles
Deep understanding of restaurant operations, menu design, and technology integration
Experience managing multiple client projects simultaneously
Ability to collaborate effectively with cross-functional stakeholders (Sales, Product, Engineering, Support)
Experience mentoring junior specialists or onboarding new team members

Job Responsibility

Lead advanced client consultations to gather requirements and provide expert POS guidance
Design and implement complex menu configurations and backend system updates
Ensure data integrity and consistent naming conventions across integrated software platforms
Troubleshoot and resolve complex software and configuration issues, escalating as needed
Maintain accuracy across all software integrations and updates
Demonstrate mastery of Menu Team processes, standards, and best practices
Collaborate cross-functionally with Sales, Product, and Support teams to deliver seamless client experiences
Manage and prioritize escalated tickets, providing timely, high-quality resolutions
Partner with Account Executives and Sales Managers to ensure process compliance and system alignment
Mentor and train Level 1 specialists, supporting their technical development and performance growth

What we offer

Food Vouchers: $1,500.00 MXN per month
Comprehensive Benefits: Law benefits, SGMM, Dental Insurance, Life Insurance
Perks: Total Pass (gym membership), Career Development & Growth Opportunities

Fulltime

Support Specialist

We are evolving for 2026 and looking for a Support Specialist to anchor our bran...

Location

Portugal , Algés, Lisbon

Salary:

Not provided

Guestcentric

Expiration Date

Until further notice

Requirements

1-3 years in a technical support or customer success role
Tech Hospitality Expertise: We highly value candidates who have worked within the tech hospitality industry (SaaS, Channel Managers, or Booking Engines)
Technical Proficiency: Ability to handle L2-level technical complexity, particularly surrounding Channel Management and Website components.
Communication: Exceptional written and verbal communication skills, with a focus on Chat-based efficiency.
Efficiency: Proven ability to maintain a high volume of case resolutions—our top agents currently average over 200 cases per month.
Language: Fluency Ingles, with the ability to support our primary EMEA market and growing US presence

Job Responsibility

Case Management: Manage the full lifecycle of L1/L2 support tickets, ensuring we maintain our 2025 performance of resolving 93% of L1 cases within 24 hours.
Multi-Channel Support: Provide expert assistance primarily via Chat (our fastest-growing channel) and Phone, adapting to a shift in client behavior toward digital-first interactions.
Technical Troubleshooting: Resolve complex "Requests" and "Problems"
Client Education: Conduct live training sessions to empower clients
Operational Health: Collaborate with our Back-office and Optimization units to vet technical issues before they reach Engineering, ensuring high-quality data and minimal "noise" for developers

What we offer

Hybrid Working
Great Team Mates
Fun time at team buildings
Free coffee
Birthday day off
MacBook Laptops for work

Senior Technical Support Specialist

The Senior Technical Support Specialist serves as a product expert and technical...

Location

United States

Salary:

Not provided

Duetto

Expiration Date

Until further notice

Requirements

5+ years of progressive experience in technical support within the hospitality technology or SaaS industry
Proven expertise in utilizing advanced troubleshooting and monitoring tools such as Sentry, Sumo Logic, and DataDog
Demonstrated ability to effectively manage and prioritize a caseload of complex technical issues and high-pressure escalations
Strong mentorship skills, with experience guiding junior team members or peer-reviewing technical work
Experience working collaboratively with Product and Engineering teams on bug resolution and feature improvements
Availability to work monthly rotating shifts and participate in holiday coverage rotations to support the broader team and handle critical escalations

Job Responsibility

Advanced Case Resolution: Independently investigate and resolve complex technical issues and escalations, serving as a primary point of contact for top-tier customers requiring expert-level support
Technical Diagnosis: Utilize advanced observability and logging tools (e.g., Sentry, Sumo Logic, DataDog) to diagnose systemic product issues and identify root causes that are not immediately visible in the user interface
Mentorship & Enablement: Act as a technical mentor for the team, assisting with the ramp-up of new hires and providing ongoing guidance to Support Specialists on challenging troubleshooting scenarios
Swarming Leadership: Lead real-time "Swarming" sessions, guiding the investigative process and sharing expert insights to help the broader team resolve unfamiliar or stuck cases
Defect Management: Manage the escalation of software defects by creating and peer-reviewing detailed Jira tickets to ensure Engineering receives clear reproduction steps and data, minimizing back-and-forth
Incident Support: Assist the Incident Commander during high-severity events by validating customer impact, reproducing errors in real-time, and testing potential workarounds to mitigate business disruption
Knowledge Strategy: Take ownership of the knowledge base's quality by creating advanced customer-facing articles and maintaining internal playbooks for complex troubleshooting
Cross-Functional Collaboration: Partner with Product and Engineering to prioritize bug backlogs and provide technical insights that influence product reliability improvements
Perform other related duties as needed to support team and company priorities

Productivity Consultant

You will be a highly confident and motivated individual with prior operational e...

Location

United States , Austin

Salary:

Not provided

HotSchedules Corporate

Expiration Date

Until further notice

Requirements

Prior operational experience in the hospitality industry, ideally using Fourth Solutions
Thorough and extensive knowledge of the hospitality industry and best practices for operational processes, incorporating Fourth’s Solutions
Able to work methodically and considerately to produce logical metric sets using a combination of data, anecdotal information, relevant experience, and best practice knowledge
Able to identify and ring fence inefficiency and poor practice to ensure scheduling solutions expose genuine opportunity
Consulting and guiding our customers using knowledge of our solutions to better performance whilst innovatively scoping and presenting processes and/or methods to improve business
Work with Fourth’s customers to use their time and resources more efficiently through business rules and metrics, and apply these within Fourth’s scheduling solutions
Working with project management on implementations to maximize revenue conversions for Fourth, both MRR and NRR
Collaborative team player who demonstrates flexibility and a can-do attitude
Responsible for sharing knowledge and expertise within Professional Services
Partners with the Sales, Project Management team, Customer Success team, and technical specialists at each phase of the customer journey to provide product-level expertise

Job Responsibility

Collecting and collating information and data necessary to enable the creation of demand metrics within the various Scheduling solutions through a combination of site visits, discussion, observation and timings, calculation & and analysis
Delivery of a readied solution containing scheduling metrics as part of the implementation process
Presenting the findings from the visit/review/analysis process and articulating opportunities, challenges, potential return on investment, and proposing a suitable path forward
Ensuring all qualified sales opportunities are supported through the sales cycle, maximizing chances of sales success and delivering optimal deal size every time
Supporting the successful implementation of the Scheduling solutions through customer engagement sessions, training, and aftercare
Maximizing user adoption and return on investment for Fourth’s customers, expanding user adoption of Fourth’s scheduling solution through aftercare projects, regular reviews, and guidance

What we offer

Unlimited PTO
Medical, Dental, Vision Insurance
401k Match
Parental Leave
Laptop and equipment

Fulltime

Customer Support Specialist – Hospitality SaaS

Guestcentric

Location:
Portugal , Lisbon

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
March 21, 2026

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