Job Description

Duve is a global guest experience platform trusted by hospitality brands in 60+ countries. We help hotels and vacation rentals create a smoother, more personal stay—from pre-arrival to post-checkout—through one seamless, data-driven system.

Our suite has AI enhanced features including online check-in, a branded guest app, unified guest messaging, upsells, automation workflows, and analytics. The result: teams save time, reduce manual work, unlock new revenue, and deliver standout experiences at scale.

Come join us on this exciting journey to revolutionize the guest experience for millions of travelers around the world

Requirements

• 2+ years in a customer-facing support, service, or hospitality operations role
• Excellent written English; ability to explain a process clearly to someone using the product for the first time
• Comfortable navigating SaaS admin interfaces and learning new tools quickly
• Strong organization and ability to manage a high-volume queue without losing track of open threads
• Patience and empathy when supporting non-technical users, including repeatedly onboarding new staff at the same account

What you'll do

• Serve as the first point of contact for incoming tickets — triage, classify, and resolve common product and configuration issues within defined scope
• Own the ticket experience end-to-end: keep customers informed, follow up proactively, and see issues through to closure even when resolution sits with another team
• Escalate to Tier 2 with complete handoff context — reproduction steps, affected properties/reservations, customer impact, and what you've already ruled out
• Guide hotel staff through the Duve dashboard: check-in flows, guest app configuration, upsells, messaging templates, and account settings
• Perform first-line checks on integration issues (reservation not syncing, missing guest data) and identify when the issue is configuration vs. a genuine product fault
• Meet first-response and resolution SLAs across the queue during your shift, prioritizing by severity and customer impact
• Assess customer sentiment and urgency from written communication to prioritize and tailor your response approach
• Tag and classify tickets accurately so reporting and trend analysis stay reliable
• Flag recurring issues, gaps in documentation, and outdated help center content — and draft first-pass articles for review
• Collaborate with CSMs, Solutions, and Product to communicate customer-reported issues and product questions