Customer Support Specialist (AI-Enabled)

About the role

As a Customer Support Specialist at MICE DESK, you will be the front line of the Rocket platform’s customer experience, helping hotel teams succeed with an AI‑enabled SaaS solution that automates sales workflows. You will resolve issues, guide users through complex hospitality processes, and collaborate closely with Product and Engineering to improve both the product and support operations.

Key responsibilities

• Own the end‑to‑end support experience, managing tickets across multiple channels and ensuring timely, clear resolutions.
• Assist hotel customers with event inquiries, group bookings, room blocks, offer generation, and PMS‑driven processes, becoming an expert in real hotel operations.
• Investigate issues deeply, distinguish configuration problems from product defects, and work with Engineering and Product teams to deliver fixes and product enhancements.
• Help build a scalable support function by improving ticket workflows, documentation, automation, and knowledge management, leveraging AI tools to increase efficiency.

Required profile

• 2–5+ years of experience in customer support, customer success, or operations within a SaaS or B2B software environment.
• Excellent written and spoken English (C1+).
• Strong communication skills with both technical and non‑technical users.
• Analytical mindset with the ability to investigate problems systematically and identify root causes.

Required skills

• Salesforce
• Oracle OPERA Cloud
• SIHOT
• Guestline
• Experience using AI‑based support tools