ABOUT THE COMPANY

They are an international SaaS company providing a cloud-based booking and property management platform. Their solution helps independent accommodation providers — such as B&Bs, guesthouses, vacation rental owners, and boutique hotels — manage reservations, streamline operations, and connect with guests.

With tens of thousands of users across North America and Europe, their platform is an all-in-one solution that simplifies online bookings, guest management, and integrations with travel agencies.

THE ROLE

They are seeking a Customer Support Advisor for the Iberia and Italy markets. This role is based in Málaga, Spain, with a hybrid work model (office attendance required when needed).

The successful candidate will join a fast-paced, customer-facing team, assisting users across multiple support channels (phone, chat, portal). The role requires someone customer-oriented, tech-minded, and able to troubleshoot effectively while delivering excellent service.

Key Responsibilities:

• Provide multi-channel support (phone, chat, portal) and resolve customer queries efficiently.

• Resolve a high percentage of issues at the first point of contact.

• Help customers maximize their use of the platform and resolve technical challenges.

• Handle general business inquiries, including guest reservations, and liaise with major OTAs (e.g., Booking.com, Expedia, Airbnb, Agoda).

• Troubleshoot complex software and connection issues via screen share.

• Escalate issues to higher-level support or technical teams when needed.

• Contribute to help articles and knowledge resources.

• Consistently meet and exceed customer service KPIs.

ABOUT YOU

• Currently based in Málaga, Spain, and eligible to work in Spain.

• Fluent in Spanish and Italian, with excellent English (Portuguese is a plus).

• University degree or equivalent.

• 3–5 years’ experience in Customer Support, ideally in SaaS/software support.

• Tech-savvy with proven troubleshooting skills.

• Strong customer service orientation with a focus on first-contact resolution.

• Professional, calm under pressure, and self-motivated to meet KPIs.

• Able to explain complex topics clearly and simply.

• Quick to learn new technologies and adaptable to changing priorities.

WHAT THEY OFFER

• Permanent, full-time position.

• Hybrid working model from the Greater Málaga area.

• 25 days’ annual leave plus public holidays.

• Employee Assistance Programme.

• Varied and challenging tasks with real impact on company growth in Iberia and Italy.

• A collaborative, fun, and international company culture with passionate and driven colleagues.

About Us

Worldwiders is a global B2B-oriented recruitment company that specializes in executive search and specialist recruitment worldwide. Since our journey began in 2016, we have become the go-to partner for tailor-made recruitment solutions, connecting top talent with prestigious opportunities across the globe. With a proven track record of over 5000 successful placements and 400+ satisfied partners in 40+ countries, our expertise ensures that we match each talent and company with the best opportunities to drive career growth and organizational success.

To cater to specific markets and meet the diverse needs of industries and roles across the globe, we operate through a diverse portfolio of five specialized brands: Nordic Jobs Worldwide, Multilingual Jobs Worldwide, Asian Jobs Worldwide, IT Jobs Worldwide, and our dedicated Executive Search brand. Each brand is uniquely designed to focus on particular markets, ensuring comprehensive and customized recruitment solutions. Contact us today to explore how we can elevate your career or support your recruitment needs.