Customer Onboarding Specialist - English & Vietnamese - Remote Eligible

Customer Onboarding Specialist

At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together!

We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we're the world's leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder's technology every year.

About the Customer Onboarding Specialist Role...

As a Customer Onboarding Specialist, you will ensure successful product implementation and help customers maximise value from SiteMinder's solutions, driving high levels of satisfaction. You will deliver engaging, consultative software training and support to hotel customers across APAC—primarily Vietnamese-speaking clients—via screenshare, chat, and phone, ensuring they understand both how to use the product and the full benefits of its features. We provide you with product and internal software training and pair you with a seasoned buddy to perform mock training before we have you training & consulting our customers. All we ask of you is an amazing, go-getting attitude and your passion for providing and striving for a positive customer experience (this we can't train!).

What You'll Do...

• Qualify customer requirements, identify the appropriate set up requirements and prepare the customers for core product implementation

• Deliver a high standard of customer training/consulting on the chosen SiteMinder product via a digital communication platform

• Clearly communicate SiteMinder's support procedures to the customer to ensure their ongoing satisfaction with our customer service

• Take ownership of customer's problems and seek to identify, acknowledge and resolve any customer issues

• Drive customer projects forward, taking ownership of each project meeting its objectives

What You Have...

• Language skills: English and Vietnamese

• You will have sound written and verbal communication skills in English and Vietnamese with a positive and engaging phone manner

• You will have proven customer service experience with a passion for providing a premium customer experience

• You are tech savvy with a sound knowledge of all things technology

• You have worked towards targets and are goal oriented

• You are always thinking about the customer experience

• Experience in the hotel industry in admin roles, hotel digital marketing or in a SaaS company is a plus!

Our Perks & Benefits...

- Hybrid working model

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement.

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.