Customer Support Specialist

🌎 Location: Remote

🕡 Working hours: Full Time. Regular coverage aligned to European markets (afternoon/evening CET/CEST)

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Workdays: Monday, Thursday, Friday, Saturday, and Sunday.

Regular days off: Tuesday and Wednesday.

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Overview

We’re a growing hospitality/property services company supporting guests and owners across Europe (with strong operations in Southern Spain). We’re looking for a proactive, detail-oriented Customer Support Specialist to be the first line of contact across our customer channels. You’ll handle inquiries and incidents from booking platforms and direct channels, coordinate resolutions with internal teams and vendors, document everything clearly, and help us continually improve our processes. This is a remote role that requires excellent written communication in Spanish and comfort handling calls in a professional, service-oriented manner. Alignment with European time zones is essential.

Responsibilities

- Own day-to-day customer support across multiple channels (email, platform inboxes, chat, phone), ensuring timely, professional responses.
- Monitor and manage queues in booking/platform tools, escalating or coordinating with internal teams and third-party contractors as needed.
- Triage and resolve guest issues (e.g., access, maintenance, billing/booking clarifications), following defined playbooks and exercising sound judgment.
- Create, update, and maintain clear documentation: case notes, SOPs, templates, and incident logs.
- Prepare simple, recurring reports (weekly/daily) on tickets, SLAs, and recurring issues; capture insights to prevent reoccurrence.
- Coordinate with vendors (maintenance, cleaning, key handover) to ensure swift on-the-ground resolution; confirm completion and close the loop with the customer.
- Support cross-functional collaboration with Operations and Account Management on priority cases and service improvements.
- Contribute to continuous improvement—identify gaps in workflows, propose enhancements, and help implement and document new procedures.
- Uphold brand voice and service standards across every interaction.

- 1–3+ years in Customer Support, Operations Support, Hospitality Support, or a similar client-facing role.
- Native/advanced Spanish (written & spoken) with excellent spelling and grammar; able to draft concise, empathetic messages.
- Confident phone presence; able to handle calls professionally and de-escalate with empathy.
- Experience working inside platform inboxes/ticketing systems and managing multi-channel workflows.
- Strong organization and follow-through; comfortable juggling multiple cases with different priorities.
- Solid basic reporting skills (e.g., building simple summaries/lists in Excel/Google Sheets).
- Remote work readiness: reliable internet, disciplined time management, and clear communication.
- Time zone alignment with Europe (CET/CEST afternoon–evening coverage).
- Availability to work five days a week, with regular days off on Mondays and Wednesdays.

Nice to Have

- Experience in hospitality/property management or supporting guests via booking platforms (e.g., Airbnb/Booking/VRBO or similar).
- English (professional working level); Italian is a plus.
- Prior work with SOP creation, knowledge bases, and template libraries.
- Familiarity coordinating field vendors and on-site services.
- Exposure to quality assurance, ticket analytics, or SLA reporting.
- Comfort working in fast-moving, early-stage environments.