About hirequest
Welcome to hirequest, the trailblazer at the intersection of technology and hospitality. Founded in the vibrant heart of Barcelona, hirequest has grown from a small startup into a global powerhouse, empowering over 350 passionate professionals from 60+ nationalities to transform the vacation rental experience. With a robust $30 million in funding, we’re accelerating innovation in software that helps property owners and managers streamline operations, boost bookings, and elevate guest satisfaction.
Our mission is simple: make property management effortless and profitable. We do this by delivering a cloud‑based platform that seamlessly integrates with the world’s leading booking channels, automates calendar sync, and provides real‑time analytics. As a fully remote, distributed team, hirequest champions flexibility, diversity, and a culture of continuous learning.
Role Overview
We’re on the hunt for a Senior Technical Customer Support Specialist to become the go‑to expert for hirequest’s software ecosystem. In this role, you’ll be the bridge between our customers and the technology that powers their businesses. You’ll troubleshoot complex integration issues, guide users through advanced features, and champion a culture of exceptional service—all while working remotely from anywhere in Latin America or the Caribbean.
Key Responsibilities
- Customer Advocacy: Serve as the primary technical liaison for hirequest users, ensuring their questions are answered promptly and accurately across email, chat, and ticketing systems.
- Advanced Troubleshooting: Diagnose and resolve intricate technical problems related to hirequest’s platform integrations, including connectivity with major booking channels.
- Root Cause Analysis: Investigate recurring issues, identify underlying causes, and collaborate with engineering to implement lasting fixes.
- Knowledge Management: Create and maintain detailed documentation, FAQs, and knowledge base articles that empower customers and reduce support volume.
- Feedback Loop: Capture customer insights, report trends to product and engineering teams, and advocate for feature enhancements that improve the user experience.
- Relationship Building: Foster strong, long‑lasting relationships with clients through proactive outreach, follow‑ups, and personalized support.
- Team Collaboration: Work closely with the Customer Success, Product, and Engineering squads to ensure a unified approach to customer satisfaction.
- Performance Metrics: Meet or exceed key performance indicators such as first‑response time, resolution time, and customer satisfaction scores.
Essential Qualifications
- Proven experience in technical customer support or a similar role, preferably within SaaS or software‑as‑a‑service environments.
- Fluency in English, both written and verbal, with the ability to communicate complex technical concepts clearly.
- Strong analytical mindset, patience, and meticulous attention to detail.
- Self‑driven, capable of managing multiple priorities in a fast‑paced, remote setting.
- Hands‑on experience with CRM and support platforms such as Zendesk, Intercom, or Freshdesk.
- Positive attitude, strong sense of responsibility, and a genuine eagerness to learn new technologies.
- Availability to support customers during weekends and occasional extended hours.
Preferred Qualifications
- Familiarity with major online travel agencies (OTAs) such as hirequest, hirequest, hirequest, and hirequest—understanding their APIs, data structures, and common integration pain points.
- Experience with API troubleshooting, JSON/XML parsing, and basic scripting (Python, JavaScript).
- Background in hospitality or property management software.
- Previous remote work experience in a distributed team.
Skills & Competencies
- Technical Proficiency: Comfortable navigating web applications, interpreting logs, and using debugging tools.
- Communication: Ability to translate technical jargon into layman’s terms for diverse audiences.
- Problem‑Solving: Creative thinker who can devise innovative solutions under pressure.
- Collaboration: Works seamlessly with cross‑functional teams, sharing insights and driving collective success.
- Customer‑Centric Mindset: Passionate about delivering delight and turning challenges into opportunities.
- Adaptability: Thrives in a dynamic environment where priorities shift rapidly.
Career Growth & Learning Opportunities
At hirequest, we believe that growth is a shared journey. As a Senior Technical Customer Support Specialist, you’ll have the chance to:
- Lead initiatives that shape the support knowledge base and influence product roadmap decisions.
- Mentor junior support agents, fostering a culture of continuous improvement.
- Transition into specialized roles such as Technical Product Manager, Integration Engineer, or Customer Success Lead.
- Participate in quarterly hackathons, skill‑building workshops, and industry conferences—many of which are covered by hirequest.
- Earn certifications in cloud platforms, API management, or customer experience design.
Work Environment & Culture
Our remote, distributed model means you’ll work from the comfort of your own home while staying connected to a vibrant, international community. hirequest values:
- Diversity & Inclusion: A workplace where every voice is heard and celebrated.
- Flexibility: Autonomy to manage your schedule while meeting customer needs.
- Collaboration: Regular virtual town halls, team‑building events, and cross‑departmental projects.
- Innovation: A culture that encourages experimentation, learning from failures, and celebrating successes.
Compensation, Perks & Benefits
While specific figures vary by location and experience, hirequest offers a competitive salary in EUR/USD, complemented by:
- Full equipment stipend for computers, monitors, and peripherals.
- Health and wellness allowance, including virtual fitness classes.
- Paid time off, flexible holidays, and a generous parental leave policy.
- Annual team‑building retreats and virtual social events.
- Referral program with attractive bonuses for bringing in top talent.
- Continuous learning budget for courses, certifications, and conferences.
How to Apply
Ready to join hirequest and shape the future of vacation rental technology? Submit your application in English, including a resume and a brief cover letter outlining why you’re the perfect fit for this role.
We’re excited to hear from passionate, tech‑savvy professionals who thrive in a remote, fast‑moving environment. Apply now and become a key player in delivering world‑class support to our global customer base.
All applications and CVs must be submitted in English.
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