Customer Support Advisor

Customer Support Advisor (North American Market)

Dallas, Texas (Hybrid)

$65,000 benefits

I’m currently working with a well-established SaaS business in the hospitality tech space to hire a Customer Support Advisor to support their North American customer base.

This is a genuinely product-led environment where support sits close to the technology. It’s not a ticket-pushing role. You’ll be expected to take ownership of issues end-to-end and really understand how the platform works under the hood.

What you’ll be doing

You’ll be supporting customers who rely on the platform to run their day-to-day operations, so the work is varied, fast-paced and often technical.

• Managing 30 to 50 customer contacts per day across phone, chat and web portal
• Handling 1st, 2nd and elements of 3rd line support
• Resolving around 80 to 85% of issues without escalation
• Troubleshooting platform, configuration and integration issues
• Supporting customers with bookings, system usage and third-party connections
• Running screen shares to diagnose more complex problems
• Escalating only where needed to specialist teams such as Finance or Engineering
• Identifying trends in issues and feeding this back to improve the product and support function
• Contributing to internal documentation and help content

What they’re looking for

This role needs someone who is genuinely technical and methodical in how they approach problem solving.

• 3 to 5 years’ experience in SaaS or software support
• Strong 2nd line support experience, ideally with exposure to 3rd line
• Confident troubleshooting issues step-by-step and explaining your thinking clearly
• Able to break down technical concepts for non-technical users
• Comfortable working in a high-volume, fast-paced environment
• Calm under pressure with a strong sense of ownership

Industry background (ideal, not essential):

• Property management software or hospitality tech
• Broader SaaS platforms with integrations and real-time usage

Relevant backgrounds could include platforms similar to Salesforce, HubSpot, Stripe or travel/booking environments like Airbnb and Expedia.

Working pattern

• Full-time, hybrid role based in Dallas
• Required to work two Saturdays per month (4-hour shifts)
• Time worked on weekends is given back during the week
• Expectation that weekend work reduces as the team grows

What’s on offer

• $65,000 salary
• Healthcare, 401k and PTO
• A strong team culture with a focus on collaboration and continuous improvement
• The opportunity to deepen your technical support skills in a SaaS environment

If you’re someone who enjoys troubleshooting, taking ownership of issues and working closely with a product, this is a really solid opportunity.