Customer Support Associate

GuestReady

Customer Support Associate responsible for assisting property managers with the RentalReady platform and resolving customer inquiries. Collaborating across teams to enhance the support experience.

Posted 7/4/2026full-timeRemote • 🇲🇦 MoroccoJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

As the first point of contact for our customers, you'll ensure property managers get the most out of the RentalReady platform while delivering a seamless support experience.
Responding to customer enquiries via tickets, chat, and email, meeting defined SLAs and prioritising requests based on urgency and impact.
Troubleshooting product issues, configuration errors, and platform bugs, reproducing issues where needed to identify root causes.
Escalating technical issues to our Product and Engineering teams with clear reproduction steps, relevant logs, and business impact.
Supporting customer onboarding by guiding new users through setup, configuration, and platform best practices.
Creating and maintaining knowledge base articles, FAQs, and response templates to improve self-service and reduce recurring enquiries.
Monitoring service incidents and outages, proactively communicating updates to affected customers.
Gathering customer feedback and sharing insights with Product teams to help shape future improvements.
Collaborating closely with Customer Success, Finance, Product, and Onboarding teams to resolve cross-functional customer issues.

Requirements

What you’ll need

Experience in customer support, property management, or short-term rental operations.
Good understanding of OTA channel management platforms such as Airbnb, Booking.com, and Vrbo/Abritel.
Familiarity with payment platforms such as Stripe.
Experience using customer support platforms such as Zendesk or similar ticketing systems.
Confidence managing a high volume of customer enquiries across multiple channels.
Excellent communication skills and confidence leading customer video calls.
Fluency in French and English (written and spoken).
Spanish or Portuguese is a strong advantage.
Strong organisational skills with the ability to prioritise multiple tasks in a fast-moving environment.
A collaborative mindset and the ability to work effectively with cross-functional teams.

Benefits

Comp & perks

Flexible, remote-friendly working environment with an amazing team.
Join a fast-growing company shaping the future of hospitality technology.
Work alongside talented colleagues from a diverse, international team.
Continuous learning opportunities and room to grow your career.
Make a real impact by helping thousands of property managers succeed.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

TroubleshootingConfiguration ManagementKnowledge Base CreationCustomer OnboardingService Incident Monitoring

Soft Skills

Excellent CommunicationCollaborative MindsetOrganisational Skills