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job description summary
as an account support specialist, you will play a critical role in the long-term success of our customers by providing thoughtful, timely, and accurate support for the streamline vacation rental software platform. You’ll serve as a go-to partner for clients who have completed onboarding, helping them resolve issues, understand system functionality, and maximize value from our product.
description
job description summary
as an account support specialist, you will play a critical role in the long-term success of our customers by providing thoughtful, timely, and accurate support for the streamline vacation rental software platform. You’ll serve as a go-to partner for clients who have completed onboarding, helping them resolve issues, understand system functionality, and maximize value from our product.
this role requires someone who can work efficiently within a ticketing queue while balancing the needs of assigned clients. You’ll need to triage, troubleshoot, and follow up on a wide range of questions and challenges, from day-to-day functionality to deeper configuration and adoption concerns. You’ll work closely with team leads, peers, and cross-functional teams to ensure issues are resolved quickly, documented thoroughly, and escalated appropriately when necessary.
success in this role means more than solving tickets – it means building trust, maintaining professionalism under pressure, and continuously improving the customer experience. If you're a strong communicator who enjoys problem-solving, learning software deeply, and helping customers succeed, this is an excellent opportunity to be part of a high-impact support team in a growing software company.
what you’ll do (functions & responsibilities)
* own and respond to support tickets and inbound phone calls, ensuring timely, accurate, and friendly resolution in line with sla expectations.
* troubleshoot, investigate, and resolve software issues using documentation, internal tools, and collaboration with cross-functional teams.
* provide ongoing training and product education to customers, helping them maximize adoption and reduce support dependency.
* escalate potential bugs, outages, or urgent issues using standardized escalation procedures.
* deliver proactive follow-ups and manage support cases from intake to resolution, maintaining accountability and client confidence throughout.
* you may be assigned to support a defined group of assigned customers while contributing to shared queue coverage as needed.
* document solutions and contribute to internal knowledge bases and sops.
* partner with development, product, and other internal teams to stay informed about product changes and client impacts
qualifications
what we’re looking for (minimum qualifications)
* at least 2 years of experience in a customer-facing role in software (saas) support or software training.
* experience in the vacation rental or property management industry is a big plus
* comfortable working in a support queue for saas products—able to manage your time, stay organized, and keep things moving
* strong communication skills—you can explain things clearly, professionally, and with patience
* willing to pick up the phone when it makes sense, even if the issue came in through a ticket; you're proactive about connecting with the customer and making sure they feel supported
* good at juggling tasks in a fast-paced environment without losing attention to detail
* a quick learner who takes ownership and wants to get it right
* works well with others—open to feedback, happy to collaborate, and ready to jump in where needed
* friendly, approachable, and focused on helping customers have a great experience
education requirements
* bachelor’s degree or comparable experience
type
* full time
location
* hermosillo, sonora, mexico
seniority level
* seniority level
not applicable
employment type
* employment type
full-time
job function
* job function
other
* industries
software development
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