Customer Support Specialist

About Nezasa

Nezasa is at the forefront of innovation in travel technology, with thriving offices in Lisbon and Zurich. Certified as a Great Place to Work, we are passionate about creating a dynamic work environment for our -"Nezasians. -" Our team is highly skilled,
- loving, and dedicated to revolutionizing the travel industry. Our flagship platform, Trip
Builder, is transforming how travel businesses and users design and modify complex itineraries to deliver unforgettable travel experiences.

What you'll do

As a Customer Support Specialist, you'll be the
- to expert for our customers, helping them unlock the full potential of the Nezasa platform through responsive and knowledgeable support.

Respond to customer inquiries: The majority of your time will be spent answering customer questions via Intercom tickets. You'll provide timely, clear, and helpful responses to inquiries ranging from straightforward
- to questions to advanced functional challenges.

Be a product expert: Develop deep knowledge of the Tripbuilder Platform and APIs to guide customers through features, configurations, and best practices. Help customers understand how to leverage the platform's capabilities to solve their specific business needs and optimize their workflows.

Solve complex functional issues: Go beyond basic troubleshooting to tackle sophisticated functional challenges. Enable customers to solve complex business problems using the platform through advanced consultation on workflows, use cases, and process optimization.

Manage ticket lifecycle: Own the full customer support experience—from initial triage and diagnosis through to resolution. Keep customers informed throughout the process, set clear expectations, and ensure quality
- up.

Collaborate
- functionally: Work closely with engineering, product, and customer success teams to elevate and manage complex tickets. Serve as the customer advocate, ensuring their issues are understood and prioritized appropriately across teams.

Customer communication excellence: Craft clear, professional, and empathetic responses to customers. Translate technical concepts into business language and ensure customers feel heard, supported, and confident in using the platform.

Documentation & knowledge sharing: Contribute to the knowledge base by documenting solutions, creating help articles, and building resources that empower both customers and the support team to resolve issues more efficiently.

Continuous improvement: Identify recurring patterns in customer issues and opportunities to improve. Leverage automation and existing tools to work more efficiently, and provide feedback to product and engineering teams to enhance the platform.

What we're looking for

Experience: At least 1 year of experience in a customer support role or related
- facing position. Previous experience in Saa
S, travel technology, or B2B support is a plus.

Product Knowledge: Ability to quickly develop a deep understanding of complex software platforms and their capabilities. You're naturally curious and enjoy becoming a product expert.

Customer-Centric Approach: Excellent customer communication skills with the ability to explain complex concepts clearly. You're passionate about helping customers succeed and building strong relationships.

Problem-Solving Mindset: Strong analytical skills with the ability to understand customer workflows and business processes. You can identify patterns and think creatively about solutions.

Communication Skills: Excellent written and verbal communication skills in English (mandatory). Ability to work effectively in diverse and multinational teams.

Adaptability: Comfort working in a
- paced environment with changing priorities. You're proactive,
- motivated, and can manage multiple priorities effectively.

Location: Lisbon-based or nearby strongly preferred. Must be within +/- 1-2 hours of the Lisbon time zone.

Bonus: Additional languages (German, Portuguese, Spanish, or French), experience with travel industry workflows or booking systems, familiarity with support tools like Intercom, Jira, or similar platforms.

What we offer

• Hybrid work setup with flexible hours
• State-of-the-art equipment
• Comprehensive health insurance coverage for you and your family
• Annual travel discounts and yearly
  - ups through our platform
• Home office setup voucher redeemable at partner retailers
• Your birthday off and additional holidays based on years of service
• Modern offices located in the heart of Lisbon and Zurich
• Regular team events and opportunities for professional growth
• A clearly defined career path for progression within the Customer Experience function
• Supportive team culture with mentorship from experienced leaders

Our application process

The recruitment process will go as follows:

Call with peers: A call with members of the Customer Support team where you will be assessed on
- solving, communication skills, and your approach to customer support.

Call with hiring manager and peer: A final call with the hiring manager and another peer to evaluate your fit within the team and discuss our culture and vision.

Ready to shape the future of travel?

If you're passionate about helping customers succeed and want to become a product expert who empowers travel businesses, we'd like to hear from you. Apply now to join our Customer Experience team at Nezasa!