Position
Customer and Product Support Manager
We’re seeking an adaptable team member for a dual role in Technical Customer Support and Product Research & Development, focused on our Hospitality Analytics tool.
Prior experience in the hospitality industry is preferred.
Location: Remote
Job Type: Full-Time
Your Responsibilities:
Technical Customer Support:
• Provide support for technical issues, ensuring timely resolution and customer satisfaction.
• Provide clear and concise communication to customers, keeping them informed about the status and progress of their technical issues.
• Troubleshoot technical issues related to the use of our platform, utilizing appropriate diagnostic tools and resources.
• Analyze and understand customer inquiries, gathering relevant information to accurately identify the root cause of the problem.
• Collaborate with cross-functional teams, including developers and engineers, to resolve complex technical issues and provide timely solutions.
• Document and track customer issues and resolutions in the support ticketing system, maintaining accurate records and ensuring proper follow-up.
• Proactively identify recurring issues and propose solutions to enhance product functionality and improve customer experience.
• Assist in creating and updating support documentation, including knowledge base articles and troubleshooting guides, to enhance the support process.
• Assist in the onboarding of new hotels on the platform and provide basic training to new customers.
Product Research and Development:
• Bridge customers and product teams, shaping the BI tool’s direction.
• Aid in defining new features, testing, and collaborating with developers.
• Support the development of new products.
• Assist in documenting the product development process.
• Assist with preparation of product specifications and prototypes.
• Ensure smooth product launches and address data-related concerns.
• Prepare quality audits of (new developed) products and features.
• Analyse customer needs and current market trends and advise product manager
about new product enhancements.
Must-Have Skills:
• Experience in the hospitality industry, ideally in revenue management, reservations, or finance department
• Strong customer service orientation and a passion for delivering exceptional support experiences.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Excellent written communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals.
• You work well independently as well as collaboratively in a team-oriented environment.
• Flexibility and adaptability to thrive in a fast-paced environment.
• Excellent problem-solving and communication skills.
What We Offer:
• A remote-first working environment within a fun and international team.
• Freedom to effectively organize work around your life.
• Freedom to propose out-of-the-box solutions and use new technologies.
• Incentives to learn and improve yourself.
• (At least) Bi-annual company retreats in exciting destinations.
• The excitement of shaping a scale up. Being part of the ‘first joiners’ of Juyo
Analytics, you will play an important role in building the foundation of the organization.
