Enterprise Support Specialist

Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We are a fast-growing global startup transforming the industry — from guest experience to business growth.

With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations. We are a team of 900+ across 16 countries, building the future of hospitality technology.

Please note, this role is for the later shift, so work hours will be 12pm - 9pm CET.

Overview

The Lead Domain Specialist (Enterprise Support Specialist) acts as a focal point to streamline product knowledge and domain-related projects across different features, while delivering solutions to users via tickets received through emails, chats, and calls. Maintains strong technical and communication skills to support customers effectively.

Responsibilities

• Deliver outstanding customer service by swiftly resolving complex queries via chat and ticket, with some phone support
• Demonstrate troubleshooting skills to diagnose and solve technical issues efficiently
• Guide users through product features and functionality with patience and clarity
• Manage a high-volume ticket queue, prioritizing based on urgency and SLAs
• Contribute to and maintain the knowledge base, continuously improving support resources
• Collaborate with developers and technical teams to ensure customer satisfaction
• Adapt quickly to changing priorities and product updates
• Identify patterns in customer issues to help improve products and processes
• Act as a customer advocate — ensuring voices are heard and needs are met

Requirements

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

Job details

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