Note: The job is a remote job and is open to candidates in USA. Canary Technologies is transforming the hospitality industry with its innovative AI software solutions for hotels. The Customer Success Associate (CSA) will support the Customer Operations team by managing onboarding, configuration, and customer support tasks, ensuring a seamless customer experience. This role involves collaborating with Customer Success Managers and participating in special projects to enhance operational efficiency.
Responsibilities
- Create and configure hotel accounts in backend systems, ensuring accuracy and proper branding
- Resolve Customer Operations tickets, including updates to registration cards, authorization forms, and messaging configurations
- Coordinate and schedule onboarding and training sessions with customers
- Support high-volume rollout initiatives (e.g., scheduling waves, configuration projects)
- Participate in special projects, including customer outreach, reporting, and operational support
- Provide timely updates to CSMs and stakeholders on task progress and completion
- Maintain clear and professional communication with customers across all interactions
- Identify process improvement opportunities and contribute to enhancing team efficiency
- Maintain clear, professional, and customer-friendly communication across all customer interactions
- Support real-time operational workflows, including guest-facing interactions such as assisting with remote check-in experiences when required
- Provide high-quality customer service while troubleshooting operational or guest-related issues in real time
Skills
- 1-3 years of experience in customer support, customer success, operations, or hospitality
- Strong attention to detail and ability to manage multiple tasks simultaneously
- Excellent communication skills (written and verbal)
- Comfortable working in a fast-paced, high-volume environment
- Strong customer service mindset with the ability to confidently assist guests and provide a positive experience in real-time interactions
- Experience with customer-facing interactions and problem-solving
- Ability to follow structured processes while adapting to new workflows
- Strong organizational and time management skills
- Comfortable working flexible schedules, including weekends, based on operational and coverage needs
- Experience with tools such as CRM systems, ticketing platforms, or similar operational tools
- Experience working in hospitality or hotel front desk operations
- Familiarity with PMS systems (e.g., Opera) or similar tools
Benefits
- Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.
- Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.
- Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.
- Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!
- Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.
Company Overview