Title: Customer Support Consultant

Department: Customer Service

Location: Lisbon

Contract Type: Permanent

Language Requirements: Fluent in Portuguese & Spanish

RoomRaccoon

RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in.

Your North Star

Our mission is to deliver high-quality support that ensures seamless, positive experiences for our clients. Through clear communication, empathy, and effective troubleshooting, we foster satisfaction and long-term loyalty.

As a Customer Care Consultant, your focus is to quickly identify and resolve issues while demonstrating patience and understanding. Working as part of a global team, you will be the trusted voice for our Portuguese and Spanish clients, ensuring their needs are met with care and professionalism. Together, we create meaningful connections that drive client success and retention.

Our Customer Support Consultant is responsible for providing fast & accurate customer support to our hoteliers. Your day to day responsibilities include (but are not limited to):

Customer Support

• Support hoteliers by providing professional, personalised responses to their queries on all contact channels.
• Deliver world-class customer experience by listening to hoteliers and being responsive to their needs, as well as going the extra mile to pre-empt future needs
• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention

Retention and Service Recovery

• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them, with a goal to retain dissatisfied customers and turn them into promoters
• Retain hoteliers by understanding the situations and behaviours that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues

Adherence and Improvement

• Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours
• Adhere to all RoomRaccoon Standard Operating Procedures
• Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use RoomRaccoon in the most self-sufficient way
• Share best practices with your peers with a goal to improve the performance and productivity of your team

How to be successful as the Customer Support Consultant