SaaS Onboarding & Operations Specialist
About Me
I am a customer success and onboarding specialist with more than 4 years of remote experience in hospitality SaaS. I focus on guiding new customers through platform onboarding, resolving complex integration issues, and helping teams deliver smooth implementations.
I have worked extensively with PMS systems, OTA integrations, and channel manager platforms in the vacation rental and hospitality space. My experience includes supporting customers through onboarding, training, troubleshooting, and go-live processes while maintaining a strong focus on customer satisfaction.
In my current role at Guesty, I handle end-to-end onboarding, support high-volume ticket queues, and coordinate with Product and Development teams to resolve technical issues. I am comfortable translating customer problems into clear technical reports and working across teams to find practical solutions.
Alongside customer success work, I have also managed vacation rental operations as a freelance virtual assistant. This has given me hands-on experience with guest communication, reservation management, pricing updates, and platform migrations across Airbnb and Booking.com.
Earlier in my career, I worked in back office, account management, publishing operations, travel booking, hotel reception, and sales and marketing. These roles strengthened my communication, organization, and client-facing skills across both operational and commercial environments.
I hold a Master’s Degree in Economics with a focus on Tourism & Hospitality Management, as well as a specialist qualification in Digital Marketing. I am seeking a fully remote onboarding, implementation, or customer success role in SaaS or travel tech, ideally working in a European timezone.
Skills
Problem SolvingTime ManagementSaaSAccount ManagementProcess ImprovementStakeholder ManagementMicrosoft OfficeCustomer SuccessJiraLead GenerationCustomer SupportData EntrySlackGoogle WorkspaceZendeskBillingOperations ManagementProperty Management
Education
Master's Degree in Economics, Tourism & Hospitality Management
Specialist in Digital Marketing
Experience
Guided new customers through end-to-end platform onboarding, led onboarding and training calls, troubleshot OTA integration issues, escalated unresolved issues to L2/Product/Development, managed high-volume support queues, supported Price Optimizer and channel setup issues, collected user feedback, and handled customer communication via Zendesk.
Managed vacation rental operations for multiple clients, handled guest communication, reservation management, pricing updates, migrated operations between channel manager platforms, and provided research, data entry, and administrative coordination.
Managed administrative processes, document organisation, and client correspondence.
Prospected new leads, maintained client relationships in the Canadian market, and coordinated with internal teams to ensure smooth execution of client requests.
Coordinated publication workflows and communication across editorial and technical teams, collected user feedback, and contributed to platform and process improvements.
Managed reservations, invoicing, and guest communication across Booking.com, Airbnb, and HomeAway.
Designed personalised itineraries, managed complex reservation requests, and coordinated with international partners and online travel portals.
Managed guest registration, check-in/check-out, and billing using Oracle Opera PMS.
Oversaw booking processes, invoicing, and guest communications across multiple channels.