Overview
In this role you will deliver a positive service experience for STR customers by providing product and website support across regions. You will collaborate with multiple departments to ensure inquiries are resolved and you’ll become a Subject Matter Expert on Benchmarking and STR products. You’ll train clients, manage records in several systems, and help shape solutions for hospitality and real estate stakeholders. This is a hands-on, cross-functional support role in a fast-growing company with a strong mission to digitize real estate data.
Pay / Benefits
- full private medical cover
- dental cover
- Life Assurance
- 28 days annual leave
- pension
- season ticket loans
Responsibilities
- Maintain knowledge of products to resolve client questions accurately and promptly
- Understand client issues, communicate willingness to help, and provide comprehensive solutions within time commitments
- Support customers across hospitality, hostels, short-term rentals, serviced apartments, industry partners, tourism bureaus, real estate, and others
- Maintain customer records by updating account/subscription information in various systems
- Become a Subject Matter Expert on Benchmarking and legacy STR products to educate clients
- Create and maintain records of customer interactions
- Provide training to customers on product overviews, methodology, and website usage
- Keep managers informed of client feedback and actions for better outcomes
Key requirements
- Bachelor’s degree or equivalent experience
- Experience in a customer facing role
- Experience with Microsoft Office (Excel, Outlook, Word)
- CRM and case management system experience
- Multi-system working ability and multi-tasking in a fast-paced environment
- Strong deadline management and independent work capability
- Excellent written and verbal communication skills
- Willingness to develop innovative solutions and adapt to change
- Ability to analyze data and identify issues
- Prior hotel industry experience (preferred)
- Additional European language skills (German, French, Portuguese preferred)
- Excellent communication (written and verbal)
- problem solving and solution orientation
- adaptability and flexibility
- Microsoft Office (Excel, Outlook, Word)
- CRM systems
- case management systems
Product Support Associate, STR - London employer: Matterport
Matterport is an exceptional employer, offering a dynamic and collaborative work culture in the heart of London. With a strong emphasis on employee growth, the company provides comprehensive benefits including full medical cover, life assurance, and generous annual leave, making it an attractive place for professionals looking to thrive in the fast-paced B2B SaaS environment.
