Customer Success Support Representative

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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RMS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1983

☁️ SaaS

✈️ Travel

🤝 B2B

💰 Private equity on 2024-03

SaaS • Travel • B2B

RMS is a cloud-native property management system (PMS) for the hospitality industry. Trusted by over 6,000 hotels, motels, holiday parks, campgrounds, serviced apartments and multi-property operators across 70+ countries, RMS centralizes operations, reservations, payments, channel management, revenue management, reporting, and guest experience tools. The platform provides a booking engine, channel manager, RMS Pay payments and POS solutions, automation for front desk, housekeeping and maintenance, owner/trust accounting, and business intelligence to drive direct bookings, reduce disputes, and improve operational efficiency.

📋 Description

• Respond promptly to customer inquiries and provide effective solutions • Troubleshoot issues and ensure timely resolution of customer concerns • Escalate complex issues to senior Customer Success or technical teams • Provide training and guidance on product features, updates and best practices • Help customers maximise SaaS platform value, meet business goals and improve product adoption • Gather and communicate customer feedback to Product Development • Collaborate with internal teams to improve customer outcomes • Maintain detailed records of customer interactions, resolutions and future engagement opportunities • Share knowledge and insights with the team • Stay informed about product updates, industry trends and customer success best practices • Engage in professional development to build deeper product knowledge and provide advanced support

🎯 Requirements

• Proven experience supporting customers in a customer-facing role • Experience working with product development, sales and technical support • Experience with RMS or other Property Management Systems is highly regarded • Strong troubleshooting and problem-solving ability with a customer-focused approach • Exceptional written and verbal communication skills • Ability to simplify complex topics and adapt communication to different audiences • Demonstrated ability to build trust and long-term customer relationships • Ability to manage multiple tasks and prioritise effectively in a fast-paced environment • Proven record of achieving KPIs such as first-response times, CSAT scores and product adoption rates

🏖️ Benefits

• Professional development • Training and certifications • Internal knowledge-sharing sessions