Job description
Description
NOTE: This is a FULLY remote role, but the candidate must be in Morocco to collaborate with their team, peers, and internal customers. Please only apply if you are physically based in Morocco.
Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we’re taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.
As a profitable and growing company, this role is necessitated by our continued growth. Check out more about our recent funding round of $365 million here.
Hostaway is looking for a tech-savvy Technical Support Specialist Level 1 to join our team, focusing on our North American and growing European markets. You’ll master our B2B SaaS product portfolio and provide expert support to help customers maximize their short-term rental bookings. As a native-level French speaker, you’ll be essential in delivering top-tier service to our expanding French and European customer base. Join us to make a real impact in a fast-growing company!
Your Mission:
Diagnose and troubleshoot technical issues our customers are experiencing related to our SaaS platforms, including but not limited to software functionality, configuration, and integration.
Collaborate closely with internal teams, including Product Development and QA, to escalate and resolve complex technical issues.
Document and track customer inquiries, issues, and resolutions using our system.
Proactively identify opportunities for process improvements and contribute to the development of knowledge base articles and support documentation.
Assist in conducting product demonstrations and training sessions for customers as needed.
Stay up-to-date with the latest product features, enhancements, and industry trends to effectively support customers and provide valuable feedback to internal teams.
Requirements
Experience as a Technical Support Specialist or as a Customer Call Centre Specialist.
Willingness to do shift work, the main shift here is from 9 AM to 6 PM CET.
Willingness to work some weekends. Your main shift will be Monday to Friday. However, there may be occasions when we need extra cover on certain weekends, which we credit with days-in-lieu.
Native level French proficiency and C2 English (Writing/Speaking), you’ll work with customers in both languages.
Eagerness to learn and a focus on customer service, we have a great reputation with our customers.
What we offer:
Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).
Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.
Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.
Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.
Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).
Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.
