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.
