Customer Success Executive

Role: Customer Success Executive

Location: Bangalore, India

Role Overview

We are seeking proactive and customer-focused L1/L2 Support Executives to deliver exceptional technical and functional support for our hospitality software solutions. This role goes beyond troubleshooting - it requires excellent business communication skills, strong customer empathy, and a customer success mindset to ensure every interaction adds value and builds trust.

Responsibilities

• Provide first-level (L1) and second-level (L2) support for hospitality applications, ensuring timely response and resolution.

• Handle issues related to hospitality modules including Front Office, Reservations, Banquets, Housekeeping, POS, and Billing.

• Log, track, and update all cases in the ticketing system maintain detailed documentation for knowledge sharing.

• Ensure professional email and call responses with accurate, clear, and timely communication, always setting the right expectations with customers.

• Take ownership of escalations, demonstrating urgency, empathy, and accountability in resolving critical issues.

• Collaborate with internal teams (Development, QA, Cloud/Infra) for timely escalations and permanent solutions.

• Participate in customer training sessions, UAT support, and onboarding when required.

• Focus on CSAT (Customer Satisfaction) scores by prioritizing proactive updates, quality communication, and minimizing repeat issues

  Skills

• hospitality PMS experience

• front office

• Reservations, Check-in/Check-out, Banquet/Event bookings, Room Management, and Billing

• on-premise PMS solutions and SaaS/Cloud-based hospitality platforms

• SQL queries

• Salesforce, JIRA, Zoho Desk, or ServiceNow

• Willingness to work in shifts, including weekends, to support 24/7 operations

  Preferred Qualifications

• Bachelor s or Diploma in Hotel Management, Computer Science, or related field.

• Prior hotel industry experience in IT, Front Office, or Banquet operations.

• Experience with integrations (POS, Channel Managers, Accounting systems).

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.