Technical Customer Success Specialist (APAC)

This is a remote position.

Profitroom - Empowering hotels directly

We are currently seeking a Technical Customer Success Specialist based in the APAC region to support our growing customer base in this area. In this role, you will leverage your customer experience and technical expertise to assist customers in adopting Profitroom’s products, providing education and consultation to help them achieve our mission: generating simply more bookings.

As a key point of contact for our clients, you will play a critical role in ensuring a seamless and effective product experience — day-to-day technical support to long-term strategic guidance. This position combines technical troubleshooting and customer advocacy, with a strong focus on driving satisfaction and product adoption across the Asia-Pacific region.

Daily activities:

• Act as the primary technical contact for clients (mainly in APAC), responding promptly to inquiries via email, chat, or online meetings, and providing expert support on product setup, issue resolution, and system usage.
  
• Troubleshoot and resolve technical issues in line with agreed SLAs, escalating when necessary and ensuring clients receive timely, effective solutions.
  
• Build and maintain strong, trust-based relationships with key accounts by offering consultative support and identifying opportunities for optimization and upselling.
  
• Understand clients needs to deliver tailored technical solutions that align with their business objectives and improve overall system performance.
  
• Collaborate with internal teams to share client feedback, address recurring issues, and suggest product or process improvements.
  
• Manage product upgrades and new system implementations, ensuring seamless transitions and minimal disruption to clients.
  
• Proactively engage with clients to ensure ongoing satisfaction, provide updates, and reinforce a high standard of customer experience.
  

Requirements

• Experience as a Support Specialist/ Account Manager/ Customer Success Account Manager, or a similar technical role ideally within the hospitality Industry.
  
• Experience in delivering client-focused technical solutions to customer needs.
  
• Ability to work APAC business hours and support clients across the Asia-Pacific region.
  
• Strong verbal and written communication skills in English.
  
• Strong communication and presentation skills, with the ability to influence stakeholders at all levels, including C-level.
  
• Excellent negotiation, relationship-building, and problem-solving abilities with a track record of thinking out of the box to find client solutions.
  
• Strong organizational and multitasking skills in a fast-paced environment.
  
• Quick learner with the ability to understand system integrations and technical workflows.
  
• Experience in consultative client engagement and driving business improvements.
  
• Experience with hotel management systems or ticketing systems/CRM software (e.g., Salesforce, Zoho CRM, or HubSpot) would be an asset. 
  

Benefits

• Enjoy Work-Life Balance: Embrace a fully remote work environment.
  
• Explore the World: Avail annual 'Work with Us, Travel with Us' vouchers.
  
• Grow Your Skills: Access a dedicated team development fund.
  
• Stay Healthy: Benefit from co-financed life and medical insurance, and access sports facilities.
  
• Take Time Off: Get 24 days off with B2B contract.
  
• Share hospitality: Take 2 extra days off (annually) for CSR activities.
  
• Join Celebrations: Participate in company retreats, events, and wedding & baby packs, benefit from our employee referral program.
  
• Transparent Culture: Experience a flat hierarchy and open communication channels for transparency.
  
  
  

Recruitment process:

• Intro call with the Recruiter (up to 45 minutes)
  
• Role and Team fit interview with Hiring Manager and Customer Support Director (up to 60 minutes)
  

About us:

Profitroom is a global hospitality software technology company which originated from Poznan, Poland (and that’s where our HQ is) in 2008 and keeps on growing ever since - spans across 5 continents, with over 3500 customers constantly improving their revenue streams thanks to our products.

We deliver leading SaaS technology and marketing services to give hoteliers the tools to increase revenue performance, bookings and efficiency, and provide their consumers the best services and experiences.