Customer Support Coach in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Coach based in United States.

Join a fully remote, globally distributed customer support team serving hospitality professionals around the world.
In this role, you’ll help hotel partners get the most value from a comprehensive hospitality technology platform.
You’ll provide thoughtful, empathetic support across phone, email, chat, and other customer channels.
Your work will involve troubleshooting technical issues, strengthening customer relationships, and encouraging long-term product adoption.
You’ll also contribute customer insights that help shape future product improvements and releases.
Beyond daily support, you’ll help keep training materials and support resources accurate as the platform evolves.
This is an opportunity to combine hospitality expertise, customer service, problem-solving, and continuous learning in a collaborative international environment.

• Support existing hotel customers with their day-to-day use of the hospitality software, helping them navigate features, workflows, and common challenges.
• Respond to customer inquiries through phone, email, live chat, and other available support channels while maintaining a consistently helpful and professional experience.
• Troubleshoot customer issues, investigate problems, and make outbound calls when additional assistance or escalation is required.
• Build strong, trusted customer relationships through empathy, active listening, clear communication, and a genuine focus on customer success.
• Help drive customer loyalty, retention, and product adoption by identifying opportunities to educate customers and improve their overall experience.
• Gather customer feedback, requirements, and recurring pain points and communicate relevant insights to internal teams to support future product improvements.
• Stay current on platform updates, new features, and evolving workflows by using available training resources and participating in company-wide online learning sessions.
• Contribute to the development and maintenance of training materials, knowledge resources, and support documentation that help both customers and colleagues succeed.
• Collaborate with a diverse, globally distributed support organization and contribute to a culture of knowledge sharing, continuous improvement, and mutual support.

• At least 1 year of professional hospitality experience in a hotel, hostel, B&B, or similar environment, ideally in roles such as Front Desk, Night Auditor, Revenue Manager, General Manager, or a comparable position.
• Previous customer service or customer support experience is an advantage, particularly in a technology-enabled or hospitality environment.
• Native or fluent English and Spanish proficiency is required; Portuguese proficiency is considered an additional advantage.
• Excellent verbal and written communication skills, with the ability to explain solutions clearly and adapt communication to different customer needs.
• Strong problem-solving skills and emotional intelligence, with the ability to remain calm, empathetic, and solution-oriented when handling challenging customer situations.
• High learning agility and willingness to continuously develop knowledge of new software features, workflows, and hospitality technology.
• Relevant post-secondary education or more than 2 years of proven professional experience in a related field.
• Strong computer literacy and confidence working with software systems, digital tools, and online communication platforms.
• Reliable internet/Wi-Fi connection suitable for remote customer support and online collaboration.
• Ability to work effectively in a fully remote, multicultural, and internationally distributed team environment.
• Willingness to work a schedule that includes two consecutive days off during the week rather than necessarily on weekends.

• Fully remote, remote-first work environment.
• Paid time off in accordance with applicable local labor requirements.
• Monthly Wellness Fridays, providing an extra-long weekend each month.
• Fully paid parental leave.
• Home-office stipend based on country of residence.
• Access to professional development courses through the internal learning platform.
• Opportunities for manager training, upskilling, knowledge sharing, and ongoing professional development.
• Inclusive, collaborative, and globally distributed workplace with colleagues across numerous countries and languages.
• Opportunity to work at the intersection of hospitality, customer experience, and innovative technology.