Our client, an international provider of innovative technology solutions for the hospitality industry, is seeking a Customer Support Consultant 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 Spanish, Italian 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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