About the Role
Our client, an international provider of innovative technology solutions for the hospitality industry, is seeking a Customer Support Consultant (German-speaking) to join their Lisbon-based team.

The role focuses on delivering exceptional customer support, ensuring client satisfaction, and building long-term relationships with hotel partners. You will be part of a global team supporting customers across Europe, the USA, and Africa.

Your North Star
Customer Support is a critical function, ensuring hoteliers receive high-quality assistance, clear communication, and swift resolution of issues. This role requires strong problem-solving skills, empathy, and patience, with a focus on creating excellent client experiences that boost satisfaction and retention.

What you’ll do:

• Provide professional, personalised responses to client queries via email, phone, and online forums

• Deliver world-class customer service by listening, responding, and proactively anticipating client needs

• Troubleshoot technical issues and escalate to internal teams when necessary, following up to ensure resolution

• Achieve daily and weekly engagement metrics, aiming to meet targets for client satisfaction and retention

Retention & Service Recovery:

• Collaborate with the Implementation Team to ensure seamless onboarding of new clients

• Manage client dissatisfaction with care, aiming to resolve issues and retain customers

• Work with internal teams to identify and resolve challenges that may cause clients to churn

Key Requirements:

• Fluency in German and English (non-negotiable)

• Minimum 2+ years’ experience in a service-oriented, technical support, or customer-facing role

• Comfortable using multiple systems and learning new tools (training provided)

Beneficial Skills:

• Hospitality industry experience (front desk, reservations, or hotel operations)

How to succeed in this role:

• Strong problem-solving mindset

• Customer-focused approach

• Active listening and empathy

• Resilience and adaptability

Perks & Benefits:

• Free Food Fridays

• Mac work environment

• Incentive-based commission

• Formal training budget

• Annual hotel experience

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