📍 Job Overview

• Job Title: Customer Support Manager (Albanian Speaking)
• Company: Exely
• Location: Albania
• Job Type: Full-Time, Remote
• Category: Customer Support
• Date Posted: 2025-07-18
• Experience Level: 0-2 years
• Remote Status: Remote (Albania)

🚀 Role Summary

• Key Responsibilities: Guide hoteliers in using Exely Solutions, provide timely support, manage feedback, and ensure accurate solution functioning.
• Key Skills: Customer service, communication, analytical mindset, problem-solving, CRM software, helpdesk systems, teamwork, results-oriented approach, training, onboarding, feedback management, technical support, hospitality knowledge, data-driven decisions, dynamic environment.

💻 Primary Responsibilities

• Onboarding & Training: Guide hoteliers in navigating Exely Solutions effectively, provide activation and training to ensure smooth onboarding.
• Customer Support: Offer strong and timely support by addressing hoteliers' queries through calls and emails in a polite manner, assist with settings, check parameters, and new options suitable.
• Feedback Management: Manage hoteliers' feedback, escalate it to the relevant department, and improve company processes based on personalized guidance.
• Issue Resolution: Ensure Exely Solutions function accurately on the hotelier's end and oversee the timely resolution of hoteliers' requests in case of issues.

🎓 Skills & Qualifications

Education: Relevant bachelor's degree or equivalent experience.

Experience: Minimum of one year in customer service, preferably within an IT company or call center. Experience in the hospitality or technology sector, particularly with hoteliers, is advantageous.

Required Skills:

• Fluency in Albanian as a native language and advanced level of English.
• Excellent communication skills and willingness to work in a team.
• Analytical mindset with the ability to make data-driven decisions.
• Skills for solving work tasks and optimizing processes.
• Results-oriented approach and ability to work in a dynamic environment.
• Proficient in using CRM and computer software.
• Knowledge of ticket and helpdesk systems would be advantageous.

Preferred Skills:

• Experience in the hospitality or technology sector, particularly with hoteliers.
• Open to business travel as needed.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive salary based on experience.

Benefits:

• Fully remote work with possibility to go on business trips.
• Bonuses based on KPI after 03 months of probation.
• Private health insurance and necessary work equipment (laptop and headset) provided after the probation period.
• Start-up environment fast-paced and constantly growing, with full support from our established international team.
• You will have a dedicated manager, with onboarding and constant support.
• English Speaking Club with native teachers and colleagues from all over the world.
• Online & Offline camps, workshops, and gatherings.
• Network with international colleagues through Random Coffee Program.

🎯 Team & Company Context

Company Culture: Exely is a global IT company specializing in online solutions and websites for the hotel industry. They help hoteliers increase their direct sales and automate operations, with a client base of over 5000 properties from 56 countries. Their distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages.

Team Structure: The customer support team is responsible for guiding hoteliers in using Exely Solutions, providing timely support, managing feedback, and ensuring accurate solution functioning. They collaborate with other departments, including the technical support team.

Development Methodology: Exely follows a customer-centric approach, focusing on providing exceptional customer service and support. They are committed to delivering prompt responses and resolutions to hoteliers' queries and continuously improving their processes based on feedback.

Company Website: Exely

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: Remote (fully remote work with possibility to go on business trips).

Office Location(s): Albania

Workspace Context:

• Remote work environment with necessary work equipment (laptop and headset) provided after the probation period.
• Collaboration with international colleagues through various programs, such as English Speaking Club, online & offline camps, workshops, and gatherings, as well as the Random Coffee Program.

Work Schedule: Full-time, with a competitive salary based on experience and bonuses based on KPI after 03 months of probation.

📄 Application & Technical Interview Process

Interview Process:

1. Online application submission.
2. Phone or video screening to assess communication skills and language proficiency.
3. Technical interview to evaluate problem-solving skills, customer service experience, and understanding of the hospitality industry.
4. Final interview with the hiring manager to discuss cultural fit, career goals, and expectations.

ATS Keywords: Customer service, communication, hospitality, hoteliers, IT, CRM, helpdesk, ticket systems, problem-solving, dynamic environment, data-driven decisions, teamwork, results-oriented, onboarding, training, feedback management, technical support.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Exceptional customer service and support.
• Prompt responses and resolutions to hoteliers' queries.
• Continuous improvement based on feedback.
• Collaboration with other departments to ensure accurate solution functioning.

Collaboration Style:

• Cross-functional integration between customer support, technical support, and other departments.
• Knowledge sharing and continuous learning through various programs, such as English Speaking Club, online & offline camps, workshops, and gatherings.
• Networking with international colleagues through the Random Coffee Program.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing hoteliers' feedback and escalating it to the relevant department.
• Ensuring Exely Solutions function accurately on the hotelier's end and overseeing the timely resolution of hoteliers' requests in case of issues.

Learning & Development Opportunities:

• English Speaking Club with native teachers and colleagues from all over the world.
• Online & Offline camps, workshops, and gatherings.
• Networking with international colleagues through the Random Coffee Program.
• Continuous learning and skill development through on-the-job training and collaboration with other departments.

💡 Interview Preparation

Technical Questions:

• Describe your experience in customer service and how you've handled difficult customers in the past.
• How do you approach onboarding new hoteliers to Exely Solutions, and what training methods have you used in the past?
• Can you explain a time when you had to manage feedback and improve a company process based on that feedback?
• How do you ensure that Exely Solutions function accurately on the hotelier's end, and what steps would you take to resolve any issues that may arise?

Company & Culture Questions:

• Why are you interested in working for Exely, and what attracts you to this role?
• How do you stay organized and manage your time when working remotely?
• Can you describe a time when you had to work in a dynamic environment, and how did you adapt to the changes?

Portfolio Presentation Strategy: N/A for this role

📌 Application Steps

To apply for this Customer Support Manager (Albanian Speaking) position:

1. Submit your application through the application link.
2. Prepare for the phone or video screening by practicing your communication skills and demonstrating your language proficiency.
3. Research Exely and the hospitality industry to showcase your understanding of the role and company.
4. Prepare for the technical interview by reflecting on your customer service experience and developing strategies for managing feedback and ensuring accurate solution functioning.
5. Prepare for the final interview by considering your career goals, expectations, and cultural fit with Exely.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

• Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and customer service skills.
• Include customer support methodologies, feedback management, and issue resolution practices.
• Emphasize customer support team dynamics, cross-functional collaboration with other departments, and user impact measurement.
• Address customer support career progression paths and technical specialization within the customer support field.

Quality Standards:

• Ensure no content overlap between sections - each section must contain unique information.
• Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
• Be comprehensive but concise, prioritizing actionable information over descriptive text.
• Strategically distribute customer support and relevant keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

• Include specific customer support skills, tools, and technologies relevant to the role.
• Address customer support career progression paths and technical leadership opportunities within customer support teams.
• Provide tactical advice for customer support interviews, portfolio development, and project case studies.
• Include customer support-specific interview preparation and coding challenge guidance.
• Emphasize customer experience design, performance optimization, accessibility standards, and user impact principles.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer support and relevant terminology appropriately and accurately.
• Include comprehensive benefits and growth opportunities relevant to customer support professionals.
• Provide actionable insights that give customer support candidates a competitive advantage.
• Focus on customer support team culture, cross-functional collaboration, and user impact measurement.

Customer Support Focus & Portfolio Emphasis:

• Emphasize customer support best practices, feedback management, and issue resolution principles.
• Include specific portfolio requirements tailored to the customer support discipline and role level.
• Address customer support team dynamics, cross-functional collaboration with other departments, and user impact measurement.
• Focus on problem-solving methods, performance optimization, and scalable customer support architecture.
• Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

• Generic business jargon not relevant to customer support roles.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-customer support terminology unless relevant to the specific role.
• Marketing language unrelated to customer support, communication, or user experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals evaluating career opportunities and preparing for technical interviews in the customer support industry.