Account Manager / Customer Support Specialist

BookingCentral provides reservation and management software for rental and recreation businesses. The Account Manager / Customer Support Specialist will support existing customers, build relationships, provide hands-on software assistance, and help customers maximize the platform through onboarding, troubleshooting, account management, and proactive support.

Responsibilities:

• Build and maintain relationships with existing customer accounts through regular check-ins and proactive support
• Help customers use BookingCentral features and workflows, monitor account health, and address concerns before they escalate
• Respond to support tickets, emails, phone calls, and text inquiries in a timely and professional manner
• Troubleshoot software issues, guide customers through solutions, and escalate technical bugs or development requests appropriately
• Identify opportunities for account expansion and assist with renewal conversations and long-term customer satisfaction
• Support customer onboarding and training, document recurring issues, and improve help articles and support procedures
• Maintain accurate CRM records and coordinate with sales, onboarding, development, and leadership
• Assist with testing new features and improving customer communication and support workflows

Requirements:

• You understand how to speak to a small business audience—especially those in tourism or recreation
• You can explain software features in a way that's clear, benefit-focused, and engaging
• You are comfortable working independently, managing deadlines, and bringing new content ideas to the table
• At least 2 years of experience in customer support, account management, customer success, or SaaS operations
• Excellent communication skills by phone, email, and video meeting
• Ability to learn software quickly and troubleshoot operational and technical questions
• Strong organization, attention to detail, and follow-through while managing multiple customer conversations
• Ability to work independently from a home office and collaborate effectively with a remote team
• A customer-first, solution-oriented approach and comfort working in a fast-paced environment
• Experience with SaaS platforms, booking software, customer onboarding, Pipedrive, or the boating, RV, recreation, tourism, or rental industries is a plus