Customer Success Specialist

Vancouver, British Columbia, Canada
· Customer Success
· Hybrid
About Operto:
Operto Guest Technologies, the world’s leading property automation and IoT operating system for vacation rentals, hotels, and serviced apartments, is revolutionizing guest stays and hospitality management. Through technology that connects teams, guests, owners, and smart devices;
Operto addresses common friction points to provide fully seamless and personalized stays - creating greater efficiency, guest satisfaction, and more revenue.

Role Overview :
Operto is seeking a proactive and customer-focused Customer Success Specialist to provide technical support and customer lifecycle assistance across our hospitality technology platforms.
This position plays a key role in maintaining strong customer relationships by troubleshooting technical issues, supporting onboarding and product adoption, and addressing customer concerns to improve satisfaction and retention.
The ideal candidate has strong communication and problem-solving skills, experience in technical support and customer relationship management, and the ability to independently manage customer inquiries while collaborating with internal teams.
In addition to resolving customer support cases, this role supports account renewals, expansions, cancellations, customer documentation, and continuous improvements to the overall customer experience.

Role Responsibilities:

Deliver high-quality customer support by responding to inquiries through email, phone, and other communication channels in a timely and professional manner.
Troubleshoot and resolve Tier 1 technical issues related to software, hardware, IoT devices, system access, and integrations, escalating complex issues to the appropriate teams.
Manage customer support cases from initial inquiry through resolution, maintaining accurate records, providing regular updates, and ensuring timely follow-ups.
Build and maintain strong customer relationships by understanding client needs, proactively addressing concerns, and identifying potential retention risks.
Support customer retention and cancellation requests by understanding customer concerns, communicating approved options, and coordinating with the appropriate teams.
Coordinate account expansions, contractions, and renewals, ensuring accurate documentation, CRM updates, and necessary approvals.
Assist with billing-related inquiries by coordinating with Billing and Finance teams and providing technical support when required.
Create and maintain internal and customer-facing documentation, including troubleshooting guides, onboarding resources, and support materials.
Collaborate with Product, Engineering, and other internal teams to resolve customer issues, test product features, and improve customer support processes.
Role

Qualifications:

At least 1 years of experience in customer success, technical support, or a related customer-facing role.
Bachelor's degree in Business, Computer Science, Information Technology, or a related field is preferred.
Excellent verbal and written communication skills in English. Additional fluency in French or Spanish is an asset.
Strong technical troubleshooting skills, particularly with software, hardware, IoT devices, connectivity, and system integrations.
Experience using CRM and support ticketing platforms such as Salesforce, Jira, or similar tools.
Strong customer service skills with the ability to build relationships, manage customer expectations, and resolve issues professionally.
Strong analytical, problem-solving, and organizational skills with excellent attention to detail.
Ability to manage multiple customer inquiries, prioritize tasks, and maintain accurate documentation.
Proactive, self-motivated, and comfortable working independently while…