Customer Support
Provides frontline support to hotel customers using Intercom, troubleshoots issues, creates documentation, and collaborates with product/engineering to improve the platform. Requires 3+ years support experience, Intercom proficiency, and strong communication skills.
About the job
Responsibilities
- Serve as the first point of contact for customers, troubleshooting issues and escalating complex inquiries via Intercom (email and messages).
- Collaborate with product, design, engineering, and GTM teams to improve products and customer experience.
- Handle operational requests, drive process improvements, and create documentation for self-service and internal use.
- Shape the future of support using AI and advanced technologies.
Requirements
- 3+ years of customer or technical support experience at a high-growth tech startup.
- Highly proficient in Intercom and support tools (automations, AI-driven self-service, knowledge base).
- Passionate about customer success and helping customers.
- Exceptional verbal and written communication skills; ability to simplify complex topics.
- Experience handling competing priorities with bias for action; thrives in ambiguity.
Nice-to-Haves
- Experience in or passion for hotels, hospitality, or travel.
Skills
Intercom, AI, Zendesk, Customer Support Tools, Knowledge Base, Automations, Troubleshooting, Documentation
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