Customer Support Associate

About the role

GuestReady is seeking a Customer Support Associate to be the first point of contact for property managers using the RentalReady platform. You will help customers get the most out of the technology while delivering a smooth, friendly support experience.

Key responsibilities

• Respond to enquiries via tickets, chat, and email, meeting defined SLAs.
• Troubleshoot product issues, configuration errors, and platform bugs, reproducing problems when needed.
• Escalate technical issues to Product and Engineering with clear steps, logs, and impact details.
• Guide new users through onboarding, setup, and best‑practice configuration.
• Create and maintain knowledge‑base articles, FAQs, and response templates.
• Monitor service incidents, communicate updates proactively, and gather customer feedback for product improvement.
• Collaborate with Customer Success, Finance, Product, and Onboarding teams to resolve cross‑functional issues.

Required profile

• Passion for helping customers and solving technical problems.
• Strong communication skills in English and French; Spanish or Portuguese is a plus.
• Ability to manage high‑volume enquiries across multiple channels.
• Organised, able to prioritise tasks in a fast‑moving environment.
• Collaborative mindset and experience working with cross‑functional teams.

Required skills

• Experience with Zendesk or similar ticketing systems.
• Familiarity with OTA platforms such as Airbnb, Booking.com, and Vrbo/Abritel.
• Knowledge of payment platforms like Stripe.

What we offer

• Flexible, remote‑friendly working environment.
• Opportunity to join a fast‑growing hospitality technology company.
• Collaborative team culture focused on innovation.