Customer Support Specialist | $60K-$80K + Remote | High-Growth Event Planning SaaS Company

About the position

We seek a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs. You’ll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties.

Responsibilities

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
• Update and improve existing support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to improve user experience.
• Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
• Follow a proven script and onboarding process, adapting when needed.
• Track and maintain consistent follow-ups with hotels.
• Maintain and update hotel contact information and associate hoteliers with their properties.
• Monitor RFP response rates and identify/prioritize overdue RFPs.
• Facilitate communication between hotels and planners.
• Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.
• Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
• Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Requirements

• 1-3+ years of experience in SaaS customer support, ideally in a startup environment.
• Self-motivated with a track record of working well independently.
• Must be comfortable being on the phone with customers.
• Excellent communication skills, both written and verbal.
• Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
• Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
• Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
• Highly proactive beyond owning a customer support process - not an order taker.
• A clear, professional communicator, both written and verbal.
• Comfortable with learning and utilizing customer support tools, email, and chat messaging.
• Process-oriented yet adaptable in a fast-moving environment.
• Highly organized and proactive with strong follow-through.

Nice-to-haves

• Experience or interest in the events/hospitality industry is a bonus.

Benefits

• Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental.
• Maternity Leave: Support for growing families.
• Future 401K Plan: Coming soon!
• Quarterly Meetups: Connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.