📍 Job Overview

• Job Title: Customer Support Specialist
• Company: PhillyTech.Co
• Location: Philadelphia, Pennsylvania, United States (Remote)
• Job Type: Full-time
• Category: Customer Support & Success
• Date Posted: June 18, 2025
• Experience Level: Intermediate (2-5 years)
• Remote Status: Remote (US & Canada)

🚀 Role Summary

• Key Responsibilities: Manage hotel onboarding and RFP processes, provide responsive customer support, and collaborate with cross-functional teams to improve user experience.
• Key Skills: Excellent communication, problem-solving, organization, proactivity, adaptability, time management, and team collaboration.
• Growth Opportunities: Join a fast-growing seed-funded SaaS startup with career advancement potential in the event planning industry.

📝 Enhancement Note: This role offers a unique opportunity to grow with a company transforming the SaaS event industry and expand your career in customer support and success.

💻 Primary Responsibilities

🏨 Hotel Onboarding & RFP Management

• Proactively reach out to hotels to join the platform and respond to planner RFPs.
• Follow a proven onboarding process, adapting as needed, and maintain consistent follow-ups.
• Monitor RFP response rates, prioritize overdue RFPs, and facilitate communication between hotels and planners.
• Work with various stakeholders, maintaining organization-wide communication standards.

📞 Customer Support

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone.
• Update and improve existing support content and macros to reflect product updates.
• Provide feedback to product and customer success teams to improve user experience.

📚 Help Center

• Monitor customer feedback and support inquiries to identify gaps or improvements in existing content.
• Collaborate with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

📝 Enhancement Note: This role requires a proactive approach to customer support, going beyond simply managing a support process and actively engaging with customers to ensure their success on the platform.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 1-3+ years of experience in SaaS customer support, preferably in a startup environment.

Required Skills:

• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and adaptability.
• Highly proactive and self-motivated, with a track record of working well independently.
• Ability to work in a fast-paced environment, prioritize, multi-task, meet deadlines, and work a flexible schedule.
• Comfortable working remotely and being on the phone with customers.
• Experience or interest in the events/hospitality industry is a bonus.

Preferred Skills:

• Familiarity with customer support tools, email, and chat messaging.
• Process-oriented mindset with the ability to adapt in a fast-moving environment.
• Highly organized with strong follow-through.

📊 Compensation & Benefits

Salary Range: $65,000 - $75,000 USD per year (Fully remote in the US or Canada)

Benefits:

• 100% employee and 50% dependent coverage for vision, health, and dental.
• Maternity leave support for growing families.
• Future 401K plan (coming soon).
• Quarterly meetups to connect and collaborate in person with the team.
• Remote work budget and opportunities for leadership advancement.

Working Hours: 40 hours per week, with a negotiable shift based on time zone (12 PM to 9 PM EST).

🎯 Team & Company Context

🏢 Company Culture

Industry: Event planning and hospitality technology.

Company Size: Small, fast-growing startup with plans to double team headcount and expand customer base.

Founded: Seed-funded in 2023, with a mission to revolutionize event venue sourcing and booking management.

Team Structure:

• Collaborative team where each person's contributions directly impact success.
• Close work with founders and C-Suite, allowing for direct influence on strategic decisions.
• Micromanagement-free environment with the freedom to think outside the box and bring fresh ideas.

Development Methodology:

• Data-driven approach with an ownership mindset.
• Agile and adaptable, with a focus on continuous learning and improvement.

Company Website: PhillyTech.Co

📝 Enhancement Note: This company values accountability, an ownership mindset, and a data-driven approach. Their collaborative team allows each person's contributions to directly impact their success, providing an excellent environment for growth and advancement.

📈 Career & Growth Analysis

Customer Support Specialist Role: A critical touchpoint for both planners and hotels, ensuring a smooth and successful experience on the platform.

Reporting Structure: This role reports directly to the Customer Success Manager and works closely with the founders and C-Suite.

Technical Impact: Directly influences user experience and platform adoption by providing excellent customer support and facilitating communication between planners and hotels.

Growth Opportunities:

• Career Progression: Grow within the organization as the company expands its team and customer base.
• Skill Development: Gain experience in event planning and hospitality technology, with opportunities to specialize in various aspects of customer support and success.
• Leadership Potential: Demonstrate strong performance and leadership skills to advance into management or other strategic roles.

📝 Enhancement Note: This role offers significant growth potential, as the company plans to expand its team and customer base. By joining early, you can grow with the company and take on increasing responsibilities as it scales.

🌐 Work Environment

Office Type: Fully remote, with quarterly meetups to connect and collaborate in person with the team.

Office Location(s): Remote work from anywhere in the US or Canada.

Workspace Context:

• Remote Work: Enjoy the flexibility of working from home or any location with a stable internet connection.
• Collaboration Tools: Utilize collaboration tools to communicate and work with the team, regardless of location.
• Quarterly Meetups: Connect with the team in person to build relationships, share ideas, and collaborate on projects.

Work Schedule: Flexible schedule with a negotiable shift based on time zone (12 PM to 9 PM EST).

📝 Enhancement Note: This fully remote work environment offers the flexibility to balance work and personal responsibilities while collaborating with a dynamic team.

📄 Application & Technical Interview Process

Interview Process:

1. Initial Screening: A brief phone or video call to discuss your experience and qualifications.
2. Role-specific Assessment: A practical test or case study to evaluate your problem-solving skills and understanding of customer support processes.
3. Behavioral & Cultural Fit Assessment: An interview to assess your communication skills, adaptability, and cultural fit within the team.
4. Final Evaluation: A discussion with the founders or C-Suite to review your performance and make a hiring decision.

Portfolio Review Tips:

• Customer Support Portfolio: Highlight your experience in customer support, including any challenges you've overcome and successes you've achieved.
• Problem-solving Examples: Demonstrate your ability to troubleshoot issues and provide excellent customer support in various scenarios.
• Adaptability: Showcase your ability to adapt to new tools, processes, and environments.

ATS Keywords: Customer Support, Event Planning, Hospitality Technology, Remote Work, Problem-solving, Communication Skills, Adaptability, Teamwork, Customer Success.

📝 Enhancement Note: This interview process focuses on assessing your problem-solving skills, adaptability, and cultural fit within the team. Be prepared to discuss your experience in customer support and provide examples of your ability to overcome challenges and provide excellent customer support.

📌 Application Steps

To apply for this Customer Support Specialist position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your relevant experience in customer support and any experience or interest in the events/hospitality industry.
3. Prepare for the interview by researching the company, understanding the event planning industry, and practicing your problem-solving and communication skills.
4. Showcase your portfolio with examples of your customer support experience, problem-solving skills, and adaptability.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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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 user experience principles.
• Include customer support methodologies, tools, and best practices relevant to the role and industry.
• Address customer support team dynamics, cross-functional collaboration with various departments, and user impact measurement.
• Highlight the importance of adaptability, proactivity, and continuous learning in customer support roles.
• Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.

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 related keywords throughout all sections naturally.
• Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

• Include specific customer support tools, methodologies, and best practices relevant to the role.
• Address customer support career progression paths and technical leadership opportunities in customer support teams.
• Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
• Include customer support-specific interview preparation and problem-solving challenge guidance.
• Emphasize user experience design, accessibility standards, and customer support best practices.

Professional Standards:

• Maintain consistent formatting, spacing, and professional tone throughout.
• Use customer support and related industry 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 & Problem-Solving Emphasis:

• Emphasize customer support best practices, user experience design principles, and problem-solving methods.
• Include specific portfolio requirements tailored to the customer support discipline and role level.
• Address browser compatibility, accessibility standards, and user experience design principles.
• 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 or problem-solving roles.
• Placeholder text or incomplete sections.
• Repetitive content across different sections.
• Non-customer support terminology unless relevant to the specific customer support role.
• Marketing language unrelated to customer support, problem-solving, 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.