Customer Support Specialist

Aspire Software

. Answer inbound calls during rostered hours and resolve venue issues on first contact where possible .

Posted 10/16/2026full-timeBeirut • LebanonJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer support capabilities with a focus on troubleshooting, onboarding, and effective communication. Proficient in managing multiple customer interactions while maintaining high service quality and satisfaction metrics.

Highest-signal resume keywords

Customer Support ExperienceB2B SaaS Product KnowledgeTroubleshooting SkillsKnowledge Base ManagementAI Chatbot Interaction

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingOnboardingKnowledge Base WritingData VerificationBooking Widget SetupCustomer Account ManagementIncident ManagementCSAT Score MaintenanceAI Conversation ReviewTime Management

Soft Skills

Clear CommunicationOrganizational SkillsReliabilityTeam CollaborationProblem-Solving

Tools & Technologies

HubSpotCRMsProject Management ToolsDocumentation PlatformsNotion

Industry Keywords

Customer SuccessCustomer-Facing RoleHospitality ExperienceRemote Team CollaborationEscalation Standards

About the role

Key responsibilities & impact

Answer inbound calls during rostered hours and resolve venue issues on first contact where possible
Handle live-chat escalations with full conversation context
Respond to email and HubSpot ticket queues and keep venues updated until resolution
Guide venues through configuration and features to increase platform value
Support new venues through onboarding from account setup to first service
Upload and verify customer and guest data for new venues
Set up and troubleshoot booking widgets on venue websites and social channels
Update customer accounts, venue details, users, settings, and subscription information
Review AI-handled conversations and flag incorrect, unclear, or off-tone answers
Write and update knowledge base articles
Test prompt and workflow changes with the Head of Agentic Customer Operations
Suggest routine tasks suitable for customer self-service
Follow escalation standards and determine when to resolve, raise an engineering ticket, or declare an incident
Communicate clearly and calmly with venues during outages using agreed incident messaging
Log recurring pain points and feature requests for the Product team
Monitor product releases through training sessions and Notion release notes
Participate in call reviews and coaching and share practices with teammates across time zones

Requirements

What you’ll need

Two or more years in customer support, customer success, or a similar customer-facing role
Confident on the phone, with clear, friendly written communication
Experience supporting a software or technology product, ideally B2B SaaS
Strong troubleshooting instincts; ask the right questions and work through problems logically
Comfortable juggling calls, chat, and tickets without letting quality slip
Organised, reliable, and able to work independently in a remote team
Experience with common business tools such as CRMs, project management, and documentation platforms
Experience working with AI chatbots or voice agents — reviewing conversations, handling escalations, or improving responses — highly desirable
Experience writing or maintaining knowledge base content highly desirable
Hospitality experience — front of house, venue management, or supporting venues — highly desirable
Experience working in a team spread across time zones highly desirable
Maintain a CSAT score of 85% or higher
Reply to new chats within 5 minutes and new emails within 4 business hours
Average call handle time under 5 minutes while resolving the customer's issue
Review and action 20 AI chat flags per week
Complete assigned venue onboarding tasks within the 1 business day SLA

Benefits

Comp & perks

Hands-on experience shaping AI-assisted support
Small-team environment where ideas are heard and acted on
Leadership support focused on employee growth
Opportunities to take on more responsibility as the company expands