Key Facts

Remote From:

Full time

English

Hard Skills

Business Support Systems Zendesk User Feedback Third-Party Logistics Demonstration Skills Root Cause Analysis Solution Architecture Policy Research Expectation Management

Other Skills

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Troubleshooting (Problem Solving)
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Communication
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Virtual Collaboration
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Time Management
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Teamwork
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Detail Oriented

Roles & Responsibilities

Based in the Philippines and able to work fully remote while collaborating with the team, peers, and internal customers
Experience supporting a B2B SaaS product portfolio and providing expert customer support
Proficiency with Zendesk or similar ticketing systems to manage customer inquiries and updates
Willingness to work a shift covering the Eastern US Timezone to support American customers

Requirements:

Take ownership of customer issues on the Hostaway platform via phone and email, researching, diagnosing, troubleshooting, and identifying solutions
Gather required information for investigations and update customers via Zendesk while troubleshooting
Provide prompt and accurate feedback, balancing urgency with quality and managing customer expectations for technical issues
Collaborate with team members, customers, and third‑party vendors; conduct product walkthroughs and provide resolutions to customer queries

Hostaway

Computer Software / SaaS

About Hostaway

Hostaway is the world's leading vacation rental management software, perfect for those with 2 to 1,000+ listings. We make it easy for you to get more out of your business while spending less time with tedious manual tasks. What we offer: - Channel Manager - Property Management System - Messaging Services - Mobile Apps - User Management - Booking Engine - Revenue Management - Dynamic Pricing - API Our dedicated team brings their deep experience of the sector to the forefront, giving you continual insight into how best to run your business anywhere in the world. More bookings. Less hassle.

Company type: Scaleup

Industry: Computer Software / SaaS

Founded: 2018

Company size: 201 - 500

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Job description

NOTE: This is a FULLY remote role, but the candidate must be within the Philippines to collaborate with their team, peers, and internal customers. Please only apply if you are physically based in the Philippines.

Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.

Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

Hostaway is looking for a tech-savvy Technical Support Specialist to join our team. You'll master our B2B SaaS product portfolio and provide expert support to help customers maximize their short-term rental bookings. Our customers love the support and service we provide and your role will be to maintain those standards. The shift pattern will be covering our American customer base, Eastern US Timezone.

About the role

Take ownership of customer issues that may arise on the Hostaway platform via phone and email.
Balance the need for urgency with the quality of your responses.
Comply with and follow our Support Guidelines playbook.
Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues.
While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk.
Provide prompt and accurate feedback to customers managing their expectations for technical issues.
Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors.
Conduct product walkthroughs and provide resolutions to customer's queries.