PhillyTech.CoPH

Customer Support Specialist | $50K-$60K + Remote | High-Growth Event Planning Sa

PhillyTech (also operating as SaaS Talent) is a recruiting and talent acquisition firm specializing in helping SaaS and Hi-Tech companies scale by providing elite GTM, AI, and engineering talent in the US and Latin America, alongside business development expertise.

PhillyTech.Co

Employee count: 11-50

Salary: 50k-60k USD

United States only

Company Description

Our client is a fast-growing, $3M seed-funded B2B SaaS startup revolutionizing how event professionals source and book venues. Their platform streamlines and simplifies event booking management in real time for event planners, hospitality professionals, and DMOs. Their platform is also used by 150K+ hotels, including industry leaders such as Marriott, Hilton, and Hyatt.

This is an exciting growth opportunity - our client plans to double their team headcount and expand their customer base beyond Europe and North America. This is also a great opportunity with career advancement potential.

Company Culture

This is an amazing opportunity if you’re looking to grow, where you will directly impact the growth and success of an incredible company and team.

Our client values accountability, an ownership mindset, and a data-driven approach. Their collaborative team where each person’s contributions directly impact their success. Their company is scaling fast where micromanagement does not exist, and you’ll have the freedom to think outside the box, bring fresh ideas, and get creative with your processes.

You’ll work closely with the founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you're someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you!

Benefits

  • HealthCoverage: 100% employee and 50% dependent coverage for vision, health, and dental.
  • Maternity Leave: Support for growing families.
  • Future 401KPlan: Coming soon!
  • QuarterlyMeetups: Connect and collaborate in person with the team.
  • Remote work budget and opportunities for leadership advancement.

Job Description

We seek a detail-oriented, people-first Customer Support Specialist to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and proactive outreach to hotels that need to join the platform to respond to active RFPs.

You’ll be a key touchpoint for both planners and hotels, helping troubleshoot issues and ensuring timely engagement from all parties. You'll handle responsive customer support while conducting proactive outreach to hotels that need to join the platform to respond to active RFPs.

Responsibilities

Customer Support

  • Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
  • Update and improve existing support content and macros to reflect product updates.
  • Provide feedback to product and customer success teams to improve user experience.

Hotel Onboarding & RFP Management

  • Proactively reach out to hotels that need to join our platform to respond to planner RFPs.
  • Follow a proven script and onboarding process, adapting when needed.
  • Track and maintain consistent follow-ups with hotels.
  • Maintain and update hotel contact information and associate hoteliers with their properties.
  • Monitor RFP response rates and identify/prioritize overdue RFPs.
  • Facilitate communication between hotels and planners.
  • Work with various stakeholders, including hotel staff, sales managers, and planners, while maintaining organization-wide communication standards.

Help Center

  • User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content.
  • Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

Qualifications

  • 1-3+ years of experience in SaaS customer support, ideally in a startup environment.
  • Self-motivated with a track record of working well independently.
  • Must be comfortable being on the phone with customers.
  • Excellent communication skills, both written and verbal.
  • Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule.
  • Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment.
  • Must be comfortable working 12 PM to 9 PM EST shift (negotiable based on time zone).
  • Highly proactive beyond owning a customer support process - not an order taker.
  • A clear, professional communicator, both written and verbal.
  • Comfortable with learning and utilizing customer support tools, email, and chat messaging.
  • Process-oriented yet adaptable in a fast-moving environment.
  • Highly organized and proactive with strong follow-through.
  • Experience or interest in the events/hospitality industry is a bonus.

Additional Information

About SaaS Talent

SaaS Talent is more than just a recruiting company. We're your hiring, business development and growth partner with 20+ years of experience in SaaS and Hi-Tech that helps you scale and transform your business. We've worked with 100+ companies and helped them achieve their goals. From streamlining sales, marketing, and operations to hiring ideal talent and getting funding, if you're struggling to grow, we're an ideal choice.

Reach out to us at www.saas-talent.com to learn more about how we can help you.

SMS Communication Consent Disclaimer

By applying for this position, you agree to receive text message updates from SaaS Talent related to job opportunities. Standard message and data rates may apply, and messaging frequency varies. Text HELP for help and STOP to cancel. Learn more about our opt-in SMS Communication consent policy here: https://www.saas-talent.com/opt-in-sms-communication-consent

About the job

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Posted on

Job type

Full Time

Experience level

Entry-level

Salary

Salary: 50k-60k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About PhillyTech.Co

Learn more about PhillyTech.Co and their company culture.

View company profile

Many SaaS and Hi-Tech companies face the significant challenge of finding and retaining top-tier talent, which can hinder their growth and innovation. Our customers often struggle to scale their teams effectively, especially in competitive markets like the US and Latin America. That's where PhillyTech (also known as SaaS Talent) comes in. We understand that for these companies, talent is often the key differentiator. We specialize in helping high-growth SaaS and tech companies scale faster and smarter by connecting them with A-player Go-To-Market (GTM), AI, and engineering talent that precisely fits their unique requirements. With over 25 years of industry experience, our founder and CEO, Michael C. Bertoni, has cultivated a deep expertise in strategic talent acquisition, leveraging AI-driven targeting and an extensive LinkedIn network of over 25,000 connections. We don't just fill positions; we act as a strategic growth partner.

Our customers also face the challenge of expanding their operations cost-effectively. This is why we provide strategic nearshoring solutions, helping companies build out their engineering, development, and recruiting teams in Latin America. This approach allows businesses to access a pool of highly skilled, English-speaking professionals in a comparable time zone, at a more competitive cost than US-based talent. Furthermore, we recognize that scaling isn't just about talent; it's also about driving revenue. PhillyTech assists companies in generating leads and driving sales through expert business development services. We take a comprehensive approach, conducting facilitated strategy sessions to identify issues and opportunities across the entire business, ensuring our recruiting and talent acquisition strategies are perfectly aligned with our clients' broader objectives. Our commitment is to deliver the people, insights, and connections that fuel sustainable success, helping our clients not just grow, but thrive in the dynamic tech landscape. We pride ourselves on understanding the intricacies of how software products are built, marketed, and sold, making us a distinct and invaluable partner for SaaS and Hi-Tech companies.

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PhillyTech.Co

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