Customer Solutions Analyst - Voice & Chat

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Customer Solutions Analyst role...

The Customer Solutions Analyst – Voice & Chat will provide technical guidance and support to SiteMinder customers and partners across the region.

Your knowledge and insights will be key to maintaining the SiteMinder brand while helping customers get the most out of our products and services.

What you’ll do...

• Provide technical support for all SiteMinder products and services to internal and external customers, with a primary focus on the English-speaking APAC region.

• Build strong customer relationships by delivering exceptional support and advice across phone, chat, and other channels.

• Understand customer requirements, set expectations, and resolve issues efficiently, meeting both customer needs and internal KPIs.

• Ensure all cases are resolved promptly in line with company SLAs and personal KPIs.

• Act as a technical expert, identifying issues and communicating requirements internally.

• Serve as an escalation point for frontline teammates, guiding them to solutions or stepping in to resolve complex issues directly.

What you’ll have...

• Experience in a technical support role, with strong customer service skills and a solid technical foundation.

• Tech-savvy with the ability to understand and troubleshoot complex technical issues.

• Fluent English communication, both written and verbal.

• Strong analytical skills to quickly assess problems, identify root causes, and implement effective solutions.

• Comfort working across multiple technical platforms in a fast-paced, KPI-driven environment.

• Ability to diagnose and troubleshoot browser, connectivity, and software issues.

• Excellent interpersonal skills for engaging with customers and internal teams, with the ability to manage conflicts professionally.

Our Perks & Benefits…

• Equity packages for you to be a part of the SiteMinder journey

• Hybrid working model (in-office & from home)

• Mental health and well-being initiatives

• Generous parental (including secondary) leave policy

• Paid birthday, study and volunteering leave every year

• Sponsored social clubs, team events, and celebrations

• Employee Resource Groups (ERG) to help you connect and get involved

• Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.