Customer Support Manager

Spoiler Alert: Juyo is growing on all fronts: • Great new clients • Never-ending product development • And again looking for more fabulous and fun people to join our team The Juyo team is the next curve data visualization platform of the hospitality industry! Are you a tech-savvy problem solver with a passion for providing exceptional customer service? Do you have a talent for troubleshooting complex technical issues and a desire to work in a dynamic and fast-paced environment? If so, we have an exciting opportunity for you! Juyo Analytics is seeking a Customer Support Manager to join our dedicated support team. As a Customer Support Manager, you will play a critical role in ensuring the smooth operation of our products and services by providing excellent support to our customers.

Your Responsibilities:

• Provide second level 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. • Assist in the onboarding of new hotels on the platform and provide basic training to new customers. • 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. • Continuously update your technical knowledge and skills to stay up-to-date with the latest industry trends.

Must-Have Skills:

• Experience in the hospitality industry, ideally in revenue management 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.

What's next:

Juyo Analytics is experiencing rapid growth, which means you'll be joining a company that moves at a fast pace. You'll become part of a dynamic, international, and hands-on team that has a clear mission to become the leading data visualization platform for the hospitality industry. Get ready for an exciting journey, as every day with us will bring new and unique challenges!
Get in touch (only shortlisted candidates will be contacted):
Karin van Rhee