Product Support Specialist

About Us

At Rezdy, we’re builders, doers, and difference-makers—driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally. Our technology helps operators thrive while delivering unforgettable moments to travelers around the world.

We work in an industry built on adventure, energy, and human connection—and that same spirit fuels how we show up every day. Spanning North America, Europe, and APAC, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers.

But our success starts with people. Our teams are the engine behind everything we create. We value self-starters who take ownership, embrace challenges, and raise the bar—for themselves and those around them. We believe in creating space to grow, take risks, and make a real impact—and we celebrate those who lead with curiosity, grit, and drive.

If you’re passionate about performance, hungry to learn, and ready to help shape the future of travel—this is your kind of place. Let’s build, grow, and win together.

About the Role

As a Product Support Specialist you will be responsible for providing immediate first level support to our customers, with a Customer First Approach. The Product Support Specialist is responsible for responding to phone calls, support tickets and live chats, to assist our customers with whatever their enquiry may be. 

This is a hybrid role 3 days a week in office.

What you will do

• Be a guru for Rezdy’s software in every engagement with all Rezdy customers types 
• Handle customer enquiries with positive interaction and effective and creative problem solving, exploring all possibilities to fully resolve customer issues
• Identify, test and troubleshoot customer issues and provide resolutions in a timely manner
• Keep the customer involved and informed as needed
• Meet and/or exceed the average daily and monthly productivity targets 
• Ensure customer emails are responded to within the agreed SLA and maintain a CSat score that is above target.
• Assist in troubleshooting bugs and escalating to the right teams. 
• Self initiate learning to keep up to date of new product features and developments to assist in the support process
• Report trends related to bugs, feature requests and feedback to relevant internal departments
• Ensure the high quality maintenance and accuracy of notes within the ticketing system
• Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service
• Be a brand ambassador of the Rezdy product
• Embody and champion Rezdy’s value

• Technical Support
  • SLA Achievement Rate: 90% (Subject to change every month)
  • CSAT: 90% Target (Subject to change every month)
  • FRT: 2 hours or less
  • Phone call and live chat interactions to be handled in a distributed amount according to the Technical Support Manager’s discretion. 

What we are looking for

• Technical Skills and Experience
  • Experience with a telephony system (Aircall)
  • Experience with CRM system / Hubspot / ZenDesk preferrable
  • Experience/Interest in software, API’s, HTML 
  • Experience in Zendesk or similar helpdesk ticketing tool highly preferred
  • Previous experience in helpdesk role
• Attributes and Competencies 
  • Proven experience in achieving and exceeding targets
  • Empathetic, provides value to customers beyond their expectations 
  • Great with customers with a passion for giving exceptional service with the ability to influence others to do the same
  • Effective communication skills
  • High attention to detail and highly organized
  • Ability to work autonomously and towards deadlines
  • Sets high standards of personal performance
  • Is solutions driven and a team player 
  • Adaptable and flexible with an openness to new ideas