Customer Success Representative

• Serve as the main point of contact for a portfolio of active customers
• Answer product questions and troubleshoot issues with bookings, rates, payments, and availability
• Run check-ins and training sessions to help customers adopt unused features
• Help operators adjust their setup as seasons, rates, or site inventory change
• Remain calm and responsive during peak-season rushes
• Write follow-up notes and maintain accurate customer records in the CRM
• Turn recurring questions into guides, FAQs, and help documentation
• Identify at-risk accounts and proactively support customer retention
• Share customer feedback and pain points with product and engineering teams

• Experience in a customer-facing role, such as customer success, account management, support, or onboarding
• Comfort learning software in depth and explaining it to non-technical users
• Excellent spoken and written English communication
• Strong troubleshooting skills and a calm, solutions-first attitude
• A tech-savvy, process-oriented mindset
• Strong organization and follow-through across multiple accounts
• A patient, supportive approach with customers of all technical comfort levels
• Experience with hospitality, reservations, booking, or payments software
• Familiarity with CRM or helpdesk tools
• Experience creating help documentation, FAQs, or training materials
• Experience supporting small-business owners

• Remote role with schedule overlap for customer calls and team collaboration
• Competitive USD compensation, based on experience
• Growth paths into senior customer success, account management, or customer operations