Description
HyperGuest is looking for a Hotel onboarding Team Leader to join our team in LATAM!
As a Onboarding Agent in Hyperguest Platform, you will assist our new customers to solve configuration-related needs in order to set the hotel's online distribution within our system
We are looking for someone who is Self starter and looking to make a major impact in a fast growing company
Responsibilities
- Lead and manage the Onboarding team, providing guidance, setting goals, and ensuring the team's effectiveness
- Monitor team performance metrics, provide coaching and feedback, and implement strategies for improvement
- Collaborate with cross-functional teams to ensure seamless communication and coordination
- Provide regular reports on team performance, customer issues, and support trends to management
- Create Knowledge Base Articles and procedures
- Proactively connect with clients to troubleshoot technical issues
- Investigating problems and guiding customers through troubleshooting processes
- Ensure excellent service and a high level of customer satisfaction
- Report customer feedback/issues to relevant departments & follow up
- Taking ownership of your work and contributing to the enhancement of our support processes
Requirements
- 3+ years customer success experience
- 2+ years Experience in Leading a Teams in hospitality/travel industry - Must
- Excellent English and Spanish both written and spoken - Must
- Previous experience in other SaaS hospitality -a Plus
- Experience on ticketing systems management & configuration (such as Zoho)- Must
- Experience in managing customer inquiries and resolving technical issues
- Positive attitude and sense of responsibility
- Strong communication skills and a customer-centric approach
- Ability to deal with difficult situations in a polite manner and solution- face mind
- Familiarity with hospitality industry practices and reservation systems -a Plus
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