Customer Support Consultant (German Speaker)

Title: Customer Support Consultant / Customer Care Consultant 

Type: On-site 

Terms: Full-time, Contract type: 6-Month FTC > Permanent 

Language: German 

Location: Only considering applications-based in Lisbon & Cape Town.

About RoomRaccoon

RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝

Your North Star

Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention. 

As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively. 

You will join a global team of customer service representatives and will be responsible for taking care of our German clients. 

Day in the life of the Customer Support Consultant

Customer Support

• Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums. 
• Deliver world class customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to pre-empt future needs 

• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution 
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention 

Retention and Service Recovery  

• Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.  
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promoters 
• Retain hoteliers by understanding the situations and behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues 

Key skills:

• Non-negotiable: Fluency in German and English
• Has 2+ years' experience in a service-oriented, technical or customer support role 
• Technical proficiency in working on different systems (training will be provided) 

Beneficial skills:

• Hotel (front desk/reservations) / and or hospitality experience 

How to be successful as the Customer Support Consultant 

• Problem Solving
• Customer focused 
• Active Listening
• Empathy
• Resilience

Why Join RoomRaccoon?

• Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.
• Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
• Opportunity to grow into senior roles as we scale across markets and expand our product suite.
• Regular team events, international exposure, and access to cutting-edge hospitality software.

Perks: 

• Mac environment
• Performance bonuses 
• Employee Equity Scheme
• Annual training budget
• Annual Hotel experience 
• Birthday leave
• Long service leave and bonuses
• Quarterly team building budgets & office massages
• Friday lunches on us
• Global Mobility
• Hybrid model

Our core values:

• Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.
• Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.
• Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.
• Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.
• Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.

Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!