Customer Support Associate

Nezasa is one of the most innovative scale-ups in travel technology. Our SaaS solution empowers travel brands globally to combine all planning and booking-related actions into one seamless end-to-end experience and Europe's biggest tour operators already trust us to deliver on this promise.

We are looking for a passionate individual to join our customer support team with the mission to lend a hand to customers who are running their business through the industry’s leading planning and booking platform. This is a perfect opportunity for anyone who wants to grow in a software-oriented customer support role and be part of an exciting mission to revolutionize the travel industry.

This is a local or remote position, however we are looking for someone within Europe or within 2 hours of the Portuguese time zone.

You will...

• Interact with customers via ticket, online chat, or phone to effectively solve their issues or guide them on the use of our platform

• Ensure that customers’ issues are brought to resolution as swiftly as possible

• Act as a liaison for customers, passing their feedback to the product and marketing teams, in order to improve the overall customer experience

• Immerse yourself in the platform by loading customer-specific content, updating and creating knowledge-base articles and by analyzing customer performance to make suggestions for improvement

• Continuously stay on top of new product features and integrations to keep your product knowledge up to date

• Analyze and report product malfunctions and create KPI reports for business intelligence as needed

• Support customers outside office hours by working in shifts (Portuguese time zone): weekdays from 8am to 5pm or 10am to 7pm and Saturdays from 7am to 3pm

• Experience with a B2B product or technical support in the SaaS area.

• A natural curiosity that makes you want to learn about the intricacies of our bleeding-edge software, and try out the latest features when they are out

• A love for engaging with customers and the intrinsic desire to wow them by optimally solving their problem

• The ability to listen well, while being able to explain issues and solutions in a well-structured and jargon-free way

• Well-developed problem-solving skills paired with a passion for detail to understand the what, why, and how

• A collaborative, can-do attitude, thriving as a self-directed person and as a team player

• Excellent English skills, both verbal and written; knowledge of German is a plus

• Travel industry experience is a plus

You can find out more about how it is like to work for Nezasa and what we offer on our Careers Page.

Sounds like your thing? Apply now to revolutionise the travel industry together with us!