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Support Specialist
Há 2 horas
Company Description
GuestCentric is the leading provider of cloud-based digital marketing software and services that help extraordinary hoteliers enhance their brands, drive direct bookings, and connect with their customers across all digital platforms.
We're proud to have been featured in the
Skift Travel Tech 250
, recognizing the companies shaping the future of travel technology.
Building software like ours requires people who thrive in
creative, challenging, and fast-paced environments
. We operate with high energy while strongly valuing
work–life balance
, world-class customer service, and making a real impact in the travel industry
Position
Ready to join an industry-leading team?
We are evolving for 2026 and looking for a Support Specialist to anchor our brand-new Global Contact Center in Lisbon. Why you'll love this role:
- Industry-Leading Excellence:
Join a team that maintained a 99.12% coverage ratio in 2025 and boasts a stellar 88 NPS for support satisfaction. - Innovate with AI:
Be a key part of our "Scaling Excellence" initiative, using AI and automation to move beyond manual limits. - Master the Tech:
Tackle L2 technical complexities across Channel Management and Website components for a global client base. - Digital-First Focus:
Help us lead the way in our fastest-growing channel—Chat—while providing expert assistance across digital platforms.
Key responsabilities
- Case Management:
Manage the full lifecycle of L1/L2 support tickets, ensuring we maintain our 2025 performance of resolving 93% of L1 cases within 24 hours. - Multi-Channel Support
: Provide expert assistance primarily via Chat (our fastest-growing channel) and Phone, adapting to a shift in client behavior toward digital-first interactions. - Technical Troubleshooting:
Resolve complex "Requests" and "Problems" - Client Education
: Conduct live training sessions to empower clients - Operational Health
: Collaborate with our Back-office and Optimization units to vet technical issues before they reach Engineering, ensuring high-quality data and minimal "noise" for developers
Requirements
- Experience:
1-3 years in a technical support or customer success role - Tech Hospitality Expertise:
We highly value candidates who have worked within the tech hospitality industry (SaaS, Channel Managers, or Booking Engines) - Technical Proficiency:
Ability to handle L2-level technical complexity, particularly surrounding Channel Management and Website components. - Communication
: Exceptional written and verbal communication skills, with a focus on Chat-based efficiency. - Efficiency:
Proven ability to maintain a high volume of case resolutions—our top agents currently average over 200 cases per month. - Language:
Fluency Ingles, with the ability to support our primary EMEA market and growing US presence
Other information
Why join us?
- Exceptional Satisfaction
: Work for a team with an industry-leading NPS of 88 for support satisfaction. - Growth Mindset:
Be part of our 2026 "Scaling Excellence" initiative, where we use AI and automation to move beyond manual limitations. - Structured Success:
Join a team that values human capital and aligns tasks with individual strengths, from pedagogical training to technical bridging.
What we offer:
- Hybrid Working
- Great Team Mates
- Fun time at team buildings
- Free coffee
- Birthday day off
- MacBook Laptops for work
