Technical Support Specialist - Freelance, Remote

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About the Opportunity Our client is a leading property management SaaS platform that empowers short-term rental hosts, co-hosts, and property managers to automate their operations across major booking channels like Airbnb, VRBO, and Booking.com. They provide an all-in-one solution featuring AI-powered guest communication, smart pricing, direct booking tools, and seamless integrations with smart home devices. Trusted by over 30,000 users worldwide, they're rapidly expanding their support team to maintain their reputation for reliability and exceptional customer care. Why does this role exist? As our client continues to scale their platform and serve thousands of property managers globally, they need a proactive, customer-focused Customer Support Specialist to ensure every user receives timely, accurate technical support. This role exists to be the frontline problem-solver who helps hosts troubleshoot product issues, resolve technical challenges, and maintain smooth operations across their rental businesses. The ideal candidate will combine strong technical aptitude with exceptional communication skills to deliver consistent, high-quality support that reflects the company's commitment to customer success—and shows strong potential to grow with the team as they expand in the coming months. The Impact you’ll make Tasks and Responsibilities Customer Support via Live Chat (Primary Channel) Respond to customer inquiries through live chat with professionalism and speed Provide technical troubleshooting for product features, integrations, and platform functionality Handle phone and email support requests when needed to ensure comprehensive coverage Technical Issue Resolution Troubleshooting Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features Ensure timely and accurate resolutions while maintaining attention to detail in all interactions Documentation Escalation Management Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems Document recurring issues and system bugs, escalating them to appropriate internal teams Review and update customer information with strong attention to detail Communication Tone Adaptation Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers Maintain a professional yet personable tone across all customer touchpoints Collaborate proactively with team members to resolve complex customer concerns efficiently Quality Assurance Process Adherence Follow internal support procedures and quality guidelines to deliver consistent service Meet or exceed quality standards set by both internal teams and client assessments Demonstrate adaptability and willingness to learn new tools, processes, and product updates Skills, Knowledge and Expertise Required Qualifications: Minimum 2 years of experience in technical support with live chat as a primary channel (omni-channel support experience required) Native-level English proficiency (C2) with exceptional written and verbal communication skills Proven ability to adjust tone and communication style based on customer context—from professional to personable Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have) Experience working with international clients or English-speaking markets (nice to have) Schedule: Full weekend availability required (Saturday and Sunday) with graveyard shift flexibility. Must be willing to work APAC or EU timezone based on business needs. Compensat

关于该机会 我们的客户是一家领先的物业管理SaaS平台，帮助短租房东、共同房东和物业管理者在Airbnb、VRBO和Booking.com等主要预订渠道上实现运营自动化。他们提供一体化解决方案，包括AI驱动的宾客沟通、智能定价、直接预订工具以及与智能家居设备的无缝集成。该平台受到全球超过30，000名用户的信赖，他们正在迅速扩展支持团队，以维护其可靠性和卓越客户关怀的声誉。 为什么存在这个职位？ 随着我们的客户继续扩展其平台并为全球数千名物业管理者提供服务，他们需要一位积极主动、以客户为中心的客户支持专员，以确保每位用户都能及时获得准确的技术支持。这个职位的存在是为了成为一线问题解决者，帮助房东排查产品问题、解决技术挑战，并保持其租赁业务的顺畅运营。理想的候选人将结合强大的技术能力与卓越的沟通技巧，提供一致、高质量的支持，体现公司对客户成功的承诺——并展现出随着团队在未来几个月扩张而与之共同成长的强大潜力。 你将产生的影响 任务与职责 通过实时聊天提供客户支持（主要渠道） 以专业和高效的方式通过实时聊天回应客户咨询 为产品功能、集成和平台功能提供技术故障排除 在需要时处理电话和电子邮件支持请求，以确保全面覆盖 技术问题解决与故障排除 诊断并解决与日历同步、渠道集成（Airbnb、VRBO、Booking.com）和智能设备连接相关的问题 指导客户完成AI自动回复、动态定价和直接预订功能的设置流程 确保及时准确的解决方案，同时在所有互动中保持对细节的关注 文档与升级管理 在CRM/工单系统中维护客户互动、问题和解决方案的详细记录 记录反复出现的问题和系统缺陷，并将其升级至相应的内部团队 以对细节的高度关注审查和更新客户信息 沟通与语气调整 根据客户需求调整沟通风格——从对新房东耐心且具有教育性，到对经验丰富的物业管理者高效且技术化 在所有客户接触点保持专业又不失亲和力的语气 与团队成员主动协作，高效解决复杂的客户问题 质量保证与流程遵循 遵循内部支持程序和质量指南，以提供一致的服务 达到或超过内部团队和客户评估设定的质量标准 展现适应能力以及学习新工具、流程和产品更新的意愿 技能、知识与专长 必备资格： 至少2年技术支持经验，且以实时聊天为主要渠道（需要具备全渠道支持经验） 母语级英语能力（C2），具有卓越的书面和口头沟通技巧 已证明能够根据客户情境调整语气和沟通风格——从专业到亲和 强大的问题解决能力，以及在审查客户数据和排查技术问题时对细节的关注 积极主动、自我驱动的沟通者，能够主动采取行动，并展现出与协作团队高度契合的文化适应性 具有支持SaaS平台或短租/酒店业工具的经验（加分项） 具有与国际客户或英语市场合作的经验（加分项） 工作时间： 要求周末全勤（周六和周日），并具备夜班灵活性。必须愿意根据业务需求在APAC或EU时区工作。 薪酬

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