Customer Success Specialist

Salary: $83,000 - 110,000 per year

Requirements:

• At least one year of experience in customer success, technical support, or a related customer-facing role.
• A bachelors degree in Business, Computer Science, Information Technology, or a related field is preferred.
• Excellent written and verbal English communication skills; fluency in French or Spanish is an asset.
• Strong troubleshooting skills involving software, hardware, IoT devices, connectivity, and system integrations.
• Experience with CRM and support ticketing platforms such as Salesforce, Jira, or similar tools.
• Strong customer service skills, including the ability to build relationships, manage expectations, and resolve issues professionally.
• Analytical, problem-solving, and organizational skills, with close attention to detail.
• Ability to manage multiple inquiries, prioritize tasks, and maintain accurate documentation.
• Proactive and self-motivated, with the ability to work independently and collaborate across teams.
• Adaptable, customer-focused, and eager to learn new technologies and processes.

Responsibilities:

• Respond to customer inquiries through email, phone, and other channels in a timely, professional manner.
• Troubleshoot Tier 1 software, hardware, IoT device, system access, and integration issues, escalating complex cases to the appropriate teams.
• Manage support cases through resolution, keeping accurate records, providing updates, and following up promptly.
• Build strong customer relationships by understanding client needs, addressing concerns proactively, and identifying retention risks.
• Support retention and cancellation requests by understanding customer concerns, communicating approved options, and coordinating with relevant teams.
• Coordinate account expansions, contractions, and renewals, including documentation, CRM updates, and approvals.
• Assist with billing inquiries in coordination with Billing and Finance, providing technical support when needed.
• Create and maintain internal and customer-facing documentation, such as troubleshooting guides, onboarding resources, and support materials.
• Work with Product, Engineering, and other teams to resolve customer issues, test product features, and improve support processes.

Technologies:

• CRM
• Hardware
• IoT
• Support
• JIRA
• Salesforce

More:

We are Operto Guest Technologies, a property automation and IoT operating system serving vacation rentals, hotels, and serviced apartments. Our technology connects teams, guests, owners, and smart devices to streamline hospitality operations and create more seamless, personalized stays. We are seeking a proactive, customer-focused Customer Success Specialist, Tier 1, to support customers across our hospitality platforms and contribute to onboarding, product adoption, satisfaction, and retention. The role is based in Vancouver, British Columbia, and is hybrid. We offer comprehensive health, vision, and dental coverage, employee assistance, paid time off, competitive compensation, casual dress, work-from-home flexibility, and a reduced work schedule from December 25 to January 1 without using vacation days. We value a collaborative, supportive, diverse, and inclusive workplace.

last updated 42 week of 2026