About RoomRaccoon:
RoomRaccoon, founded in 2017, is revolutionizing hotel operations with its all-in-one hotel management system. Our team of 100+ professionals across 5 global offices serves 2000+ clients in Europe, the USA, and Africa. We offer a dynamic work environment with benefits including equity, a training budget, an annual hotel allowance, and holiday vouchers.
The Role: 🧑💼
What you'll do:
- Provide professional, personalized support to hoteliers via email, phone, and online forums.
- Deliver exceptional customer experiences by actively listening and responding to client needs, anticipating future requirements.
- Assess queries and escalate complex issues to internal teams using established processes, ensuring timely resolution and follow-up.
- Meet daily and weekly performance metrics, focusing on customer satisfaction and retention targets.
- Collaborate with the Implementations Team for seamless client onboarding.
- Address client dissatisfaction with care and professionalism, aiming to retain and convert unhappy clients into loyal advocates.
- Identify at-risk clients and work with internal teams to resolve their concerns proactively.
What we're looking for: 🔎
Essential Skills:
- Fluent in Portuguese, Spanish, and Italian.
- 2+ years of experience in a customer support, technical support, or service-oriented role.
Beneficial Skills:
- Hotel (front desk/reservations) or hospitality experience.
What makes a successful Customer Support Consultant at RoomRaccoon? ✨
- Excellent interpersonal skills; consistently friendly and responsive in all interactions.
- Adaptability and willingness to learn new systems (training provided).
Perks: 🎉
- Free Food Fridays
- Mac environment
- Commission-based incentives
- Formal training budget
- Annual hotel stay allowance
- Equity
- Birthday vouchers
RoomRaccoon Values:
- Accountability
- Continuous Improvement ("Beat Yesterday")
- Efficiency ("Clock Speed")
- Strong Partnerships ("Deals a Deal")
- Empowerment ("Empower Another")
Additional Information:
This is a full-time, 12-month contract position with the potential to become permanent. Only applications from candidates based in Lisbon, Portugal will be considered.
Disclaimer: Thank you for your interest in RoomRaccoon! Due to high application volume, we may not be able to respond to every applicant within three weeks. Please continue to check our careers page for future opportunities.