duffel - Travel Product Support Specialist
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Requirements
• Ability to learn and clearly explain a technical product or concept • Strong written communication skills in English • Experience delivering high-quality customer support for a technical product, or transferable experience in a customer-facing role • Experience supporting business customers in a B2B environment, or willingness to develop this experience • A professional, approachable communication style and a genuine willingness to help others • Confidence communicating with a wide range of stakeholders across different roles and levels of experience • Curiosity and a problem-solving mindset • Familiarity with support tools such as Zendesk and Jira (or similar platforms) • Nice to have: experience in a customer support role within the travel industry
Responsibilities
• Develop a strong understanding of Duffel’s products and share your knowledge with customers and internal teams • Respond to and, where needed, escalate technical support requests submitted via email or chat • Explain technical concepts clearly so customers can confidently use our products • Communicate with customers in a timely, professional, and clear manner to meet internal and customer service expectations • Create and maintain product support documentation to help customers find answers independently • Collaborate with Duffel’s technical teams and travel suppliers to resolve customer issues • Share common support trends and insights to help inform product improvements and future development • What you can expect from us • We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company. • We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief. • Please note that AI detection will be used on application questions • Note to recruitment agencies • Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.
Benefits
• What is your notice period? • Do you have experience providing Customer support to business clients for a technical product? • Have you worked in a B2B customer support role before? • Why do you feel you are a good fit for the role?
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