Room Raccoon
Room Raccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.
Our diverse team of 100 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa. Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.


Interested? Keep reading on!


Job title: Customer Support Consultant / Customer Care Consultant
Location: Only considering applications-based in Lisbon, Portugal
Language: Portuguese & Spanish Speaking
Work-type: On-sight
Terms: Full-time (12 month contract > Permanent)


Your North Star
Our mission is to deliver high-quality support that ensures seamless, positive experiences for our clients. Through clear communication, empathy, and effective troubleshooting, we foster satisfaction and long-term loyalty.


As a Customer Care Consultant, your focus is to quickly identify and resolve issues while demonstrating patience and understanding. Working as part of a global team, you will be the trusted voice for our Portuguese and Spanish clients, ensuring their needs are met with care and professionalism. Together, we create meaningful connections that drive client success and retention.


Day in the life of a Senior Customer Support Consultant
Customer Support

• Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums.
• Deliver world class customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to pre-empt future needs
• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention

Retention and Service Recovery

• Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promoters
• Retain hoteliers by understanding the situations and behaviours that indicate they want to stop using Room Raccoon and work with internal teams to prioritise resolving their issues

Key skills:

• Non-negotiable: Fluent in Portuguese & Spanish
• Has 2+ years' experience in a service-oriented, technical or customer support role

Beneficial skills:

• Hotel (front desk/reservations) / and or hospitality experience (advantageous)

How to be successful as Senior Customer Support Consultant

• 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)

Perks for PT/ES:

• Free Food Fridays
• Mac environment
• Incentive based commission
• Formal Training budget
• Annual Hotel experience
• Equity
• Birthday & Christmas Vouchers

Room Raccoon Values:

• Accountability
• Beat Yesterday
• Clock Speed
• Deals a Deal
• Empower Another

Disclaimer : Thanks so much for your excitement about joining Room Raccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!