Customer Success Support Specialist, Hubli

• This role suits someone who thrives in a dynamic environment, enjoys problem‑solving, and is comfortable working independently
• This role is rewarding, but it’s not for everyone. The right candidate will be energised—not intimidated—by the following:
• US Time Zone - responsiveness: You must be available between 6 PM and 10 PM UK time for urgent client issues and escalations
• High-pressure interactions: You’ll work with demanding enterprise clients and hotel partners who expect fast, proactive communication
• Autonomous working: You’ll often operate independently, requiring strong self-management and reliability
• Unpredictable workload: Urgent issues can arise without warning, requiring flexibility and the ability to pivot quickly
• Complex operational understanding: You’ll need to grasp hotel industry dynamics, contract terms, and client-specific processes to resolve issues effectively
• For the right person, these challenges translate into autonomy, trust, and meaningful impact
• Strong Prior experience in customer support, account coordination, operations, or client services in a corporate environment
• Strong written communication skills, with the ability to create clear documentation and reports
• Comfortable working with data and reporting tools (e.g. Power BI, Excel, dashboards)
• High attention to detail and strong organisational skills
• Confident using digital tools including CRM systems with an emphasis on DocuSign experience
• Excellent Client service experience with a proactive, assertive communication style. With a professional interpersonal style

Desirable

• Reports to: Customer Success Lead
• These hours are critical for real-time issue resolution, urgent escalations, and proactive communication with our enterprise clients
• The remaining weekly hours are worked on a pre‑agreed schedule, typically overlapping with our Dublin head office team between 9 AM and 5 PM UK/Irish time for collaboration, reporting, and internal alignment
• As trust and reliability are established, you’ll gain increasing freedom to structure your balancing client commitments and those that prefer a non‑traditional workday while still contributing meaningfully to a high‑impact role
• We’re hiring a Customer Success Support Specialist to strengthen our customer operations and support the Onboarding Manager as we scale
• This is a newly created role designed to reduce dependency on a single team member and ensure our enterprise clients receive responsive, high‑quality support across time zones
• You’ll be the operational backbone of the Customer Success function, supporting onboarding, managing documentation, producing reporting and insights, and facilitating contract workflows
• You’ll work closely with Senior CSMs, US‑based clients, hotel partners, and internal teams to ensure smooth service delivery and consistent client satisfaction
• Support new client onboarding from late implementation through hyper‑care
• Assist US‑based clients with platform setup, workflows, and best practices
• Act as the day‑to‑day point of contact for assigned clients, with the Onboarding Manager as escalation
• Provide support between 6 PM and 10 PM UK for US customers
• Create and maintain client-facing guides, FAQs, training packs, and operational procedures
• Tailor onboarding materials to match client policies and internal processes
• Support contract workflows, approvals, and amendments using DocuSign
• Maintain organised, accurate records of contracts, guides, and onboarding assets
• Track client usage and engagement, identifying trends, risks, or opportunities
• Support structured client check-ins and success reviews
• Help drive adoption initiatives that improve customer satisfaction and retention
• Produce monthly reports and quarterly business reviews (QBRs)
• Build bespoke dashboards and client reports using Power BI and Excel
• Translate data into clear, actionable insights for clients and internal stakeholders
• Ensure reporting accuracy and alignment with client expectations
• Log, track, and help resolve client issues related to bookings, suppliers, billing, or system usage
• Collaborate with internal teams including operations, product, finance, and support
• Manage urgent contract issues and hotel escalations with professionalism and clarity
• This role gives you the chance to work with major enterprise clients on high-impact projects while enjoying the flexibility of remote work and a supportive team environment
• You’ll gain hands-on experience across onboarding, reporting, documentation, and client operations—building a strong foundation for a long-term career in Customer Success
• If you want a role where your work truly matters, where you’re trusted to take ownership, and where you can grow quickly, we’d love to meet you
• Structured onboarding and training, including reporting tools
• Mentorship from experienced Customer Success Managers

• Ideal Start Date: March 2026