Customer Support Representative

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

About the Role

The role focuses on operational ticket handling for the client's customers — primarily user access management, competitive set creation, and standard onboarding tasks — supporting both the existing customer base and the onboarding of large new portfolio accounts ramping in mid-2026.

The role provides additional capacity around the client's UK-based senior support, with shifts that extend coverage before and after core UK hours and into the Americas business day. Scope is intentionally focused on high-volume, repeatable operational work; complex domain queries, escalations, and finance-adjacent work are handled by the client's senior support and adjacent teams. Scope may evolve over time as we expand platform self-service capabilities.

Key Responsibilities

• Triage and resolve customer support tickets received via the CS pipeline (HubSpot today; transitioning to Salesforce in 2026), within defined SLAs and during assigned shift hours.
• Manage user access requests — new user creation, access grants and removals, password resets, account deactivations, and portfolio-level access changes for chain and franchise accounts.
• Create and update competitive sets — including like-for-like comp sets, PGI activations, and validating customer-submitted comp set requests against rules using the validation tooling provided.
• Configure new customer accounts and hierarchies during onboarding, including bulk setup work for large portfolio roll-outs.
• Document customer interactions thoroughly in the CRM to maintain accurate account history and ticket data integrity, including correct categorization and tagging.
• Handle standard data and reporting queries (e.g. participation lists, monthly data release follow-ups, missing-data confirmations), escalating complex P&L, USALI, or domain-specific queries to senior support.
• Adhere to defined SLAs — first response within 1-2 hours of ticket receipt during shift hours; close 75%+ of tickets within 24 hours; full formal SLA of 48 hours.
• Follow defined handoff procedures for cases that fall outside contractor scope (complex onboarding, billing/invoicing, subscription/renewals, escalations) and route them to the appropriate team.
• Perform other operational duties as needed within scope, including support for monthly data release activity and ad-hoc bulk operational tasks.

Tools & Systems

You will work with:

• HubSpot CRM (current ticket management system; transitioning to Salesforce during 2026).
• Internal tooling (competitor set tooling, website manager, hierarchy management) — accessed remotely via Remote Desktop Protocol (RDP).
• Microsoft Excel (intermediate proficiency — formulas, lookups, data validation, pivot tables for standard reporting).
• Slack (team communication and lightweight workstream tracking, e.g. third-party data releases, demo accounts, internal queries).

Qualifications

Required

• · 2+ years' experience in a customer service, technical support, or B2B SaaS support role.
• · Strong written English communication — clear, professional, customer-ready.
• · Proficiency in Microsoft Excel — formulas, lookups, data validation, pivot tables.
• · Hands-on experience with a CRM ticketing system (HubSpot, Zendesk, Salesforce, Freshdesk, or equivalent).
• · Comfortable working remotely with structured remote-access tooling (RDP) and shift-based schedules.
• · Self-managed, detail-oriented, and able to work independently within defined operational processes.
• · Reliable internet connection and a quiet, professional working environment suitable for client-facing work.

Preferred

• Experience in the hospitality, travel, or property data sector.
• Prior exposure to data-quality or data-validation work (e.g. customer-submitted form validation, reference-data management).
• Awareness of hospitality data structures — competitive sets, hierarchies, and the Uniform System of Accounts for the Lodging Industry (USALI).
• Experience supporting bulk onboarding or migration projects for portfolio accounts.

Attributes

• Detail-Oriented: You're meticulous, accurate, and understand how small errors can have big consequences.
• Dependable & Consistent: You take pride in doing your job well every day and helping others do the same.
• Operationally Minded: You enjoy executing clear workflows and solving problems with repeatable systems.
• Technology Comfortable: You are confident learning new systems, working with SaaS platforms, and adapting to evolving tools and processes.

Performance Expectations

• Response time: within 1-2 hours of ticket receipt during shift hours.
• Closure rate: 75%+ of tickets closed within 24 hours; 100% within the formal 48-hour SLA.
• Quality: accurate documentation, correct ticket categorization, and customer-facing communication that meet the client's brand and tone standards.
• Productivity: per-FTE ticket throughput targets to be defined and reviewed during onboarding and the first 90 days.
• Continuous improvement: identify recurring ticket patterns, knowledge-base gaps, or self-service opportunities and surface them to HotStats senior support.

Schedule & Location

This is a full-time, on-site role. You will be expected to work hours that overlap with US business hours; specific schedules will be confirmed at offer.