Hotel Onboarding Team Lead LATAM

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