Customer Support Specialist

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? This might be the perfect opportunity for you! Our mission is to empower the people that power hospitality. We’re on a journey to provide better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.
• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily.
• Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

Your Role - Come Join Our Team!

In this role you will:

As a member of our support team, the Customer Support Specialist will own accountability for satisfying our customers’ day-to-day usage and problem-solving questions. You will work with a variety of stakeholders and collaborate intimately with the product, customer success, and sales teams. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.

Typical Functions:

Client Support (Percentage of time dedicated: 70)

• Know our product inside and out.
• Enable our customers to use our products successfully.
• Maintain a positive, empathetic, and professional attitude.
• Communicate and coordinate with colleagues frequently.
• Advocate for our customers’ needs.
• Provide feedback and propose changes to improve the efficiency of the customer service process.
• Respond to and resolve client support tickets in a timely and efficient manner, ensuring customer satisfaction.
• Engage in ongoing professional development, focusing on product knowledge and the improvement of technical skills to enhance performance in the role.

Team-Based (Percentage of time dedicated: 20)

• Participate in weekly team meetings and daily team communication keeping everyone up-to-date on current work
• Be a valued team member and actively contribute to an atmosphere of cooperation and growth
• Be cognizant of individual goals and team goals simultaneously

OKRs (Percentage of time dedicated: 10)

• Actabl engages in yearly and quarterly strategic planning resulting in team level, division level and company level Objective and Key Results (OKR’s) that are an integral part of moving the company forward in a planned direction.
• You will be responsible for helping to keep the relevant team OKRs on target

Other Duties & Responsibilities

• Ensure that customers are on the latest production release.
• Join client calls to assist with support items, and any needed follow up on tickets, ensuring that client needs are addressed in a timely and professional manner.

Ideal Skills & Experience:

• 1-3 years experience in a customer support role, preferably in a SAAS product-based company.
• Good understanding of enterprise product support processes in a multi-tiered support environment.
• Ability to prioritize issues and escalate appropriately.
• Experience in working with various teams (DevOps, Customer Success, QA, Level 1 Support) for issue resolution
• Bachelor’s Degree in a related field, Accounting, Hospitality, or equivalent experience
• Experience with TeamSupport, Monday.com, & G-Suite preferred
• Experience with the ProfitSword application preferred
• Hotel operations experience, especially in a supervisory role, preferred
• Experience with business intelligence products or labor management tools preferred
• Hospitality Industry experience preferred

Key Competencies:

• Ability to successfully organize and prioritize workload
• Interpersonal skills leading to success - cooperative, courteous, flexible, and good natured
• Capability to speak directly with clients and provide great customer service
• Reliable team player that is on-time, engaged, and contributing
• Excellent problem solving skills are paramount
• Capacity to work independently and within a team environment
• Maintaining a positive, empathetic, and professional attitude while advocating for customers' needs and ensuring their satisfaction.
• Effective communication and coordination with colleagues and clients, both verbally and in writing.
• Ability to resolve client support tickets efficiently and propose improvements to the customer service process.
• Active participation in team meetings, contributing to a cooperative and growth-oriented atmosphere, and aligning individual and team goals.
• Prioritizing issues, managing workload effectively, and ensuring timely responses to client needs.

Work Environment:

This position will be part of our new downtown Denver office. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.

We are a hybrid friendly company with office hubs located in Atlanta and Tampa, in addition to our new headquarters in downtown Denver. No matter where you live and work, you’re a part of the Actabl team.

Compensation Package:

Qualified candidates can expect a salary range of $60,000 - $80,000 depending on experience.

Our benefits program offers a variety of coverage options, perks, discounts to support work-life balance and help our team members maintain their physical, mental, and financial health.

All Actabl team members are eligible for the following benefits:

Health & Wellness

• Medical, dental, and vision insurance plans for employees and dependents
• Employer-paid Life and AD&D, Short-Term Disability, and Long-Term Disability
• Employee Assistance Program (EAP) provides counseling for a variety of needs

Financial Wellbeing

• Marketable base salary, competitive bonus structure, and MPI program
• Retirement plan and 401(k) match

Flexibility & Time Off

• Unlimited discretionary time off hours to be used when needed
• 10 paid holidays per year
• Company wide Winter Recess between Christmas Eve and New Years Day
• 12 weeks of parental leave for birthing and non-birthing parents

If you’re excited about our mission in empowering hospitality through technology, apply to join the Actabl team today!

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Actabl is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.