Assist clients with questions about the overall platform by telephone, email & live chat
Work with other internal teams to provide high-quality support while meeting service response time goals and maintaining a high customer satisfaction rating
Continuously working to troubleshoot queries
Complete any additional customer support responsibilities that assist in creating the best experience for our teams and athletes
Support individual reservations within team blocks
Monitor hotel compliance with rooming lists
Completing, tracking and reporting support tickets through CRM system
Assist Event Management Specialists team contacting hotels to confirm reservations, ensuring all booking details (confirmation numbers, guest names, room types, and dates) are accurate for upcoming events
Provide after hours emergency support to Event Organizer for real time situations at events that are actively running
Handle urgent check-in issues and hotel escalations that require real-time response

Reliable and accountable, with the ability to work independently during evening hours.
Confident in managing urgent or time-sensitive matters in a professional and efficient manner.
Ability to multitask and be agile in a fast-paced environment.
Ability to quickly identify and assess customers' needs to achieve satisfaction.
Friendly, professional and confident nature both on the phone and through email communications.
Strong problem-solving skills and the ability to collaborate with others
Detail oriented and precise team player who enjoys working with others
CRM experience
A University or College graduate, Travel & Tourism, Hospitality or Sports Management preferred
Minimum of 1 year experience in tech support or customer service role
Travel Industry Council of Ontario (TICO) certification is preferred.

Evening Customer Support Specialist

Key skills