AI-Powered Customer Support Consultant (Portuguese & Spanish Speaking)

AI-Powered Customer Support Consultant (Portuguese & Spanish Speaking)

Department: Customer Support

Location: Lisbon

Contract Type: Permanent

Language Requirements: English, Portuguese & Spanish

About RoomRaccoon:

RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you'll fit right in.

We're not looking for someone to just answer tickets.

At RoomRaccoon, we're rethinking what Customer Support should look like in an AI-first company.

Our AI assistant, Rocco, is becoming the first point of resolution for our customers. Our Support team is evolving alongside it.

That means we're looking for people who don't just know how to follow a process, but know when to question it. People who are curious, resourceful and comfortable using AI to investigate problems, find solutions and improve how things work.

Your job isn't just to solve the customer's problem. It's to help us make sure the same problem never happens again.

What you'll be doing

• Own customer challenges from start to finish. Investigate, take action, follow up and make sure the customer gets a real resolution.
• Work with AI every day. Use tools like our internal AI Knowledge Base and Cursor to investigate technical issues, understand product behaviour and find solutions faster.
• Think beyond the ticket. When AI cannot resolve something, understand why. Challenge manual work. Identify repetitive tasks, unnecessary steps and dependencies that could be simplified, automated or eliminated.
• Work closely with the Product and Engineering Team. Escalate with clear evidence, reproduction steps and context, rather than simply passing the challenge along.
• Help us improve our AI tools. Provide specific feedback on what works, what doesn't and what needs to change.
• Make decisions and take initiative. Work independently within clear security, compliance and operational boundaries.
• Help our hoteliers succeed. Communicate clearly, show empathy and understand the real impact of a problem on a hotelier's business.

What we're looking for

Mindset matters as much as experience.

• You naturally ask why instead of accepting that's how we've always done it.
• You enjoy investigating problems and figuring things out.
• You're comfortable with technology and excited about using AI in your daily work.
• You take ownership instead of waiting for someone to tell you what to do next.
• You can explain complex issues in a simple, human way.
• You're organised, accountable and comfortable working in a fast-changing environment.
• You know when to act independently and when to involve others.
• You see feedback as an opportunity to build something better.
• Experience in SaaS, technical support, hospitality technology or customer-facing operations is a plus.
• You don't need to be a developer. But you do need to be willing to learn, experiment and challenge the way things are done.

Language Requirements

• Fluent Portuguese, Spanish and English are mandatory, both written and spoken.
• French or any additional European language is a strong advantage.

What success looks like

We don't measure success by how many messages you send or how many tickets you touch.

We care about:

• Real resolutions: Customers get their problems solved, not just acknowledged.
• Ownership: You drive cases forward instead of letting them sit waiting.
• Smart use of AI: You use the available tools to investigate and resolve issues efficiently.
• Continuous improvement: You actively identify problems, share useful feedback and help improve our tools and processes.
• Customer impact: You contribute to reducing unnecessary contacts and recurring problems.

What makes this role different?

Most Support roles focus on handling incoming work. We're building a team that also helps eliminate that work.

You'll be part of an operation where AI handles more of the repetitive tasks, people focus on problems that require judgment, and good ideas can turn into real product improvements. You won't be expected to have all the answers. You will be expected to look for them, use the tools available and speak up when something could work better.

Required Skills & Experience

• Has 3+ years experience in a service-oriented, technical or customer support role
• Hotel (front-desk/reservations) / and or hospitality experience (advantageous)
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally
• Technical proficiency in working on different systems (training will be provided)
• Excellent command of French & Spanish language, verbal and written communication skills and demonstrated proficiency in telephonic engagement

Nice-to-Have

• Beneficial Skills Hotel (front desk/reservations) / and or hospitality experience
• Experience working in a scale-up environment

Why Join RoomRaccoon?

• Be part of a high-growth, global hospitality tech company that's reshaping how hotels operate.
• Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
• Opportunity to grow into senior roles as we scale across markets and expand our product suite.
• Regular team events, international exposure, and access to cutting-edge hospitality software.

Perks:

• Mac environment
• Performance bonuses
• Employee Equity Scheme
• Annual training budget
• Annual Hotel experience
• Birthday leave
• Long service leave and bonuses
• Quarterly team building budgets & office massages
• Friday lunches on us
• Global Mobility
• Hybrid model

Our Core Values as defined by our Raccoons:

• Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.
• Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.
• Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.
• Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.
• Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.