About this role.
This remote Customer Support Consultant role provides phone, chat, and email support for hospitality-related client solutions in a global, multilingual environment. The consultant will resolve customer issues, protect sensitive data, maintain product knowledge, and meet service KPIs. Candidates need C1-level English, at least six months of customer support experience, strong research skills, and travel-industry experience. The position also involves collaborating with developers and other cross-functional specialists while working independently from a home office. Familiarity with hospitality, logistics, Zendesk, or ticket-based support is advantageous.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & 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 Team,
I am excited to apply for the Customer Support Consultant position with SupportYourApp. I bring customer-service experience, strong written and spoken English communication, and a proactive approach to resolving complex customer concerns across chat, email, and phone channels.
I am comfortable learning new tools, handling sensitive information responsibly, and balancing service quality with KPI expectations in a remote environment.
I would welcome the opportunity to help deliver reliable, thoughtful support for your hospitality clients while collaborating with your global team.
Thank you for your consideration.
Sample interview questions
I begin by acknowledging the customer’s concern and confirming the key details so they know I understand the impact. I review the available information, explain the next actionable step clearly, and coordinate with the appropriate team or provider when escalation is needed. I keep the customer updated until there is a resolution or a defined follow-up timeline.
I follow approved verification procedures, access only the information necessary for the case, and avoid sharing personal data through unsecured channels. I document cases accurately in the authorized CRM, follow company security policies, and promptly report any suspected privacy or security issue.
I prioritize requests by urgency, customer impact, and service-level commitments. I use concise templates when appropriate, document each interaction in real time, and set clear expectations for follow-up. This helps me remain efficient without sacrificing empathy or accuracy.
I review available product documentation, training materials, and previous ticket examples, then practice common workflows in the relevant tools. I identify knowledge gaps early and ask targeted questions of subject-matter experts. I also maintain personal notes on recurring issues and effective resolutions.
I gather reproducible details such as the customer’s steps, device or browser information, timestamps, screenshots, and the business impact. I submit a clear, structured escalation through the established process and avoid making unsupported promises to the customer. I then monitor the case, communicate updates professionally, and confirm the outcome before closing the ticket.
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
- Build strong and lasting customer relationships
- Keep up with evolving tools and technology
- Handle sensitive customer data with care and security
- Apply the latest and greatest customer happiness practices
- Maintain deep understanding of client solutions and meet KPI
- Communicate with developers and cross-functional specialists
What you need to succeed in this role:
- Excellent English 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
- Positive, proactive and responsible attitude
- 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 logistics
- Experienced with Zendesk or highly experienced with another CRM
- Experience with tickets
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.
Know someone perfect for the role? Refer them and get rewarded!
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.
Internal job code: 1XB
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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