About this role.
This is a remote Customer Support Consultant role with a focus on hospitality, requiring fluent English and French. The position involves managing guest communication, handling reservations, and coordinating with cleaning and maintenance teams to ensure a smooth guest experience. Candidates need strong analytical skills, experience in customer support or hospitality, and familiarity with tools like Hostaway, Duve, Turno, or AppSheet. The company offers a flexible schedule, an inclusive international environment, and compensation in USD. Ideal for proactive individuals who enjoy problem-solving and working in a fast-paced, multicultural setting.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Support Consultant position at SupportYourApp, as advertised. With fluency in both English and French and over a year of experience in customer support within the hospitality industry, I am confident in my ability to deliver exceptional service to your clients. I have hands-on experience with property management tools like Hostaway and Duve, and I thrive in fast-paced, multicultural environments.
My strong communication skills and proactive attitude enable me to handle guest inquiries and resolve issues efficiently, ensuring high satisfaction levels. I am particularly drawn to your company's People First approach and the opportunity to work remotely while collaborating with a global team.
Thank you for considering my application. I look forward to the possibility of contributing to your team.
Sincerely, [Your Name]
Sample interview questions
In my previous role as a guest services coordinator, I handled complaints by first actively listening to the guest's concerns, empathizing with their situation, and then taking ownership to resolve the issue. For example, when a guest was unhappy with their room, I coordinated with housekeeping to promptly address the cleanliness issue and offered a complimentary upgrade, resulting in positive feedback.
I prioritize based on urgency and impact. For instance, arrival and departure-related requests take precedence as they are time-sensitive. I use tools like Asana or Trello to organize tasks, and I communicate with the team to ensure nothing is overlooked. I also stay calm under pressure and focus on one issue at a time.
I have used Hostaway extensively to manage bookings, update availability, and communicate with guests. I am also familiar with Duve for coordinating check-ins and upsells. In my previous job, I trained new staff on these systems because of my proficiency.
A guest was arriving late due to a flight delay, and they were worried about check-in procedures. I stayed available via chat, provided clear instructions for self-check-in, and arranged for a late welcome package. The guest was extremely grateful and left a 5-star review mentioning my support.
Since I am fluent in English and French, I can communicate effectively with guests in both languages. If a guest speaks another language, I use translation tools or involve a colleague who speaks their language. I always aim to be clear and patient, repeating information if needed.
Who are we?
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?
Join our community as a Customer Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.
What you will do:
- Deliver outstanding customer support via phone calls, chats, and emails;
- Manage day-to-day guest communication and ensure a smooth guest experience;
- Ensure the operational success of our guest services and maintain high levels of guest satisfaction;
- Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms;
- Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures;
- Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently;
- Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction;
- Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately;
- Process booking modifications, including extensions, date changes, and special requests promptly;
- Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.
What you need to succeed in this role:
- Excellent English and French skills (C1 for both spoken and written);
- At least 6 months of experience in a customer support role;
- Strong analytical thinking and research skills;
- Experience in travel industry/hospitality;
- Positive, proactive and responsible attitude;
- Familiarity with internal tools such as Hostaway, Duve, Turno, AppSheet, or similar reservation and guest management systems;
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Will be a great plus:
- Experience in hospitality or property management industry.
Benefits:
- Flexible schedule;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also – internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.
*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.
You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
So if you’re a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don’t miss this opportunity and send us your CV in English to collaborate with us!
Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.
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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.
Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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