The Role
Support high-volume onboarding, configuration, and operational customer support tasks. Create and configure hotel accounts, resolve tickets, schedule training, assist with rollout initiatives, and handle real-time guest interactions. Communicate progress to CSMs, identify process improvements, and maintain professional customer communications to drive product adoption and operational efficiency.
Summary Generated by Built In
About Us
Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform.
Canary is utilized by 20,000+ hoteliers in 100+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results.
Canary was named a 2024 Deloitte Technology Fast 500™ company, a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work — and is backed by top Silicon Valley investors like Y Combinator, F-Prime, Brighton Park Capital and Insight Partners.
Join us in shaping the future of hospitality!
About the Role
Customer Success Associates (CSAs) are a critical part of the Customer Operations team, supporting the execution of high-volume operational work across onboarding, configuration, and customer support initiatives. In this role, you will work closely with Customer Success Managers to ensure timely and accurate completion of tasks that directly impact customer experience and product adoption. CSAs also support special projects and emerging initiatives, including real-time customer interactions and operational workflows. This is a fast-paced, detail-oriented role with opportunities to contribute to process improvements and scalable operations.
Responsibilities
- Create and configure hotel accounts in backend systems, ensuring accuracy and proper branding
- Resolve Customer Operations tickets, including updates to registration cards, authorization forms, and messaging configurations
- Coordinate and schedule onboarding and training sessions with customers
- Support high-volume rollout initiatives (e.g., scheduling waves, configuration projects)
- Participate in special projects, including customer outreach, reporting, and operational support
- Provide timely updates to CSMs and stakeholders on task progress and completion
- Maintain clear and professional communication with customers across all interactions
- Identify process improvement opportunities and contribute to enhancing team efficiency
- Maintain clear, professional, and customer-friendly communication across all customer interactions
- Support real-time operational workflows, including guest-facing interactions such as assisting with remote check-in experiences when required
- Provide high-quality customer service while troubleshooting operational or guest-related issues in real time
Qualifications
- 1–3 years of experience in customer support, customer success, operations, or hospitality
- Strong attention to detail and ability to manage multiple tasks simultaneously
- Excellent communication skills (written and verbal)
- Comfortable working in a fast-paced, high-volume environment
- Strong customer service mindset with the ability to confidently assist guests and provide a positive experience in real-time interactions
- Experience with customer-facing interactions and problem-solving
- Ability to follow structured processes while adapting to new workflows
- Strong organizational and time management skills
- Comfortable working flexible schedules, including weekends, based on operational and coverage needs
- Experience with tools such as CRM systems, ticketing platforms, or similar operational tools
- Preferred: Experience working in hospitality or hotel front desk operations
- Preferred: Familiarity with PMS systems (e.g., Opera) or similar tools
We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional benefits:
Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.
Self Improvement Club: We meet each month and share our personal goals for the month. Each individual is provided a budget towards any purchases that help us achieve these goals.
Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.
Travel Reimbursement: Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!
Personal Travel Reimbursement: If you stay at a hotel that Canary works with, we provide a credit towards your stay.
Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.
Skills Required
- 1-3 years of experience in customer support, customer success, operations, or hospitality
- Strong attention to detail and ability to manage multiple tasks simultaneously
- Excellent communication skills (written and verbal)
- Comfortable working in a fast-paced, high-volume environment
- Strong customer service mindset with ability to assist guests in real-time
- Experience with customer-facing interactions and problem-solving
- Ability to follow structured processes while adapting to new workflows
- Strong organizational and time management skills
- Comfortable working flexible schedules, including weekends
- Experience with tools such as CRM systems, ticketing platforms, or similar operational tools
- Experience working in hospitality or hotel front desk operations
- Familiarity with PMS systems (e.g., Opera) or similar tools
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The Company
What We Do
Canary Technologies is a leader in hospitality technology that provides hoteliers with easy, intuitive, and secure solutions to help hotels provide an ideal guest experience.
