About the Job:
The Customer Support Representative will be a key member of the support team, acting as the go-to expert on all Inn-Flow products and tools. This role requires strong customer service skills, problem-solving abilities, and a deep understanding of hotel accounting processes. You will work closely with customers to resolve issues, provide training, and ensure they maximize the value of the Inn-Flow platform.
As a senior team member, you will mentor junior agents, improve support workflows, and collaborate with the Product and Engineering teams to enhance customer experiences.
What You Will Do
- Serve as the primary contact for escalated customer support inquiries via phone, email, and chat.
- Become an expert in all of Inn-Flow’s products and tools, providing in-depth assistance to users.
- Guide customers through hotel accounting-related workflows, including budgeting, financial reporting, payroll, bank reconciliations, and revenue management.
- Troubleshoot complex customer issues, documenting findings and escalating technical problems when necessary.
- Train and mentor junior support team members, sharing product knowledge and best practices.
- Assist in creating support documentation and help center resources to empower customers with self-service solutions.
- Work closely with the Product and Engineering teams to provide customer feedback and suggest feature improvements.
- Contribute to the continuous improvement of support processes, identifying ways to enhance efficiency and customer satisfaction.
What You Need
- 2-3 years in a SaaS customer support role, handling customer-facing inquiries.
- Strong knowledge of hotel accounting processes, including budgeting, financial reporting, and revenue management.
- Expertise in Inn-Flow’s products or a proven ability to quickly master complex software platforms.
- Excellent communication and customer service skills, with a proactive problem-solving approach.
- Ability to train and mentor junior support team members.
- Experience using support tools like Freshdesk, Zendesk, Jira, or Salesforce.
- Preferred but not required: Experience working with SQL queries, APIs, or troubleshooting software integrations.
A Little About Inn-Flow
One Solution. Built for Hotels. Inn-Flow operates at the intersection of hospitality and technology and is dedicated to solving the hotel industry’s most familiar challenges, enhancing efficiency, and driving performance. Our comprehensive suite of applications for Accounting, Labor Management, Procurement, and Sales, along with specialized Payroll and Bookkeeping Services, streamline hotel operations. Emphasizing Automation, Integrations, and Visibility, our solutions not only stand strong on their own but also highlight Inn-Flow’s core strengths when combined.
Vision: Opening doors to a new era in the hospitality industry where operational mastery, employee satisfaction, and unforgettable guest experiences are made possible through Inn-Flow.
Mission: Our mission is to provide technology solutions that drive operational and financial excellence in the hotel industry, creating the opportunity for owners to invest in growth, employees, guests, and local communities.
Employee Benefits & Culture
We value the talent and dedication it takes to make Inn-Flow a leader in hotel ERP solutions. We are committed to rewarding our team with premium benefits, including health, dental, vision insurance, generous vacation time, 401k investment and match opportunities, continuing education, and employee discounts at major hotel brands.
Equal Opportunity Employer
Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form.