About the Job:
The Customer Support Specialist will serve as the first point of contact for customers using our SaaS platform, addressing technical inquiries and resolving product-related issues. This role requires a combination of technical expertise, accounting knowledge, problem-solving skills, and a customer-first mindset to deliver an exceptional client experience. The ideal candidate will have an accounting background, preferably within the hotel industry, to better understand and support customer use cases. The specialist will work closely with cross-functional teams to ensure seamless support and continuous product improvement.
What You Will Do
- Respond to customer queries via chat, email, or phone, providing technical assistance related to the SaaS platform.
- Leverage accounting expertise to assist customers in resolving finance-related platform issues, such as budgeting, reporting, and integrations.
- Provide insights and support tailored to hotel industry accounting processes, such as revenue management, expense tracking, and reconciliation.
- Diagnose and troubleshoot platform-related issues, ensuring timely and effective resolution.
- Guide customers through product features, configurations, and best practices to maximize their success.
- Escalate unresolved issues to Tier 2 support, engineering, or product teams with clear documentation.
- Act as the liaison between customers and internal teams, advocating for client needs.
- Identify and report bugs or recurring issues, collaborating with the product and engineering teams for solutions.
What You Need
- 2-3 years in a SaaS support or technical support role, handling customer-facing inquiries.
- Accounting experience, preferably in the hotel industry, with knowledge of financial processes and systems.
- Proven track record of troubleshooting complex technical issues focusing on customer satisfaction.
- Familiarity with SaaS support tools like Freshworks, Zendesk, Jira, or HubSpot.
- Knowledge of integrations and cloud-based technologies is a plus.
A Little About Inn-Flow
One Solution. Built for Hotels. Inn-Flow operates at the intersection of hospitality and technology and is dedicated to solving the hotel industry’s most familiar challenges, enhancing efficiency, and driving performance. Our comprehensive suite of applications for Accounting, Labor Management, Procurement, and Sales, along with specialized Payroll and Bookkeeping Services, streamline hotel operations. Emphasizing Automation, Integrations, and Visibility, our solutions not only stand strong on their own but also highlight Inn-Flow’s core strengths when combined.
Vision: Opening doors to a new era in the hospitality industry where operational mastery, employee satisfaction, and unforgettable guest experiences are made possible through Inn-Flow.
Mission: Our mission is to provide technology solutions that drive operational and financial excellence in the hotel industry, creating the opportunity for owners to invest in growth, employees, guests, and local communities.
Employee Benefits & Culture
We value the talent and dedication it takes to make Inn-Flow a leader in hotel ERP solutions. We are committed to rewarding our team with premium benefits, including health, dental, vision insurance, generous vacation time, 401k investment and match opportunities, continuing education, and employee discounts at major hotel brands.
Equal Opportunity Employer
Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form.