Technical Support Specialist

NOTE: This is a FULLY remote role, but the candidate must be in the Philippines Region to collaborate with their team, peers, and internal customers. Please only apply if you are physically based in the Philippines.

Please note, whilst you must be based in the Philippines for this role, it requires flexibility to work to Eastern Australian Timezone supporting out APAC customers (shifts will begin at 6am Manila time).

Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry. As a profitable and growing company, this role is necessitated by our continued growth.

Profitable, high-growth, and the first short-term rental Property Management System unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

Hostaway is looking for a tech-savvy Technical Support Specialist to join our team, focusing on our growing APAC market. You'll master our B2B SaaS product portfolio and provide expert support to help customers maximize their short-term rental bookings. Our customers love the support and service we provide and your role will be to maintain those standards.

About the role:

• Take ownership of customer issues that may arise on the Hostaway platform via phone and email.

• Balance the need for urgency with the quality of your responses.

• Comply with and follow our Support Guidelines playbook.

• Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues.

• While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk.

• Provide prompt and accurate feedback to customers managing their expectations for technical issues.

• Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors.

• Conduct product walkthroughs and provide resolutions to customer's queries.

• Experience handling technical support for customers in large volumes via various channels including phone, email, and chat.

• Experience with a ticketing system (ideally Zendesk).

• Experience working with complex web applications.

• Experience in the Travel and Vacation industry is a plus.

• Experience troubleshooting complex technical SaaS product issues.

• Fluency in English.

• Must have the flexibility to work to APAC timezone (starting at around 6am Philippine Standard Time).

What we offer

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.

• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one).

• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success.

• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions.

• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.

• Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).

Thank you for your interest. If you apply for this role, you will receive an email from our Talent Acquisition team after your application has been reviewed alongside the qualifications for this role and the qualifications of others who have applied.