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.
Department: Customer Support
Location: Valencia
Contract Type: Permanent
Language Requirements: French & Spanish
Your North Star
Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention.
As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively.
You will join a global team of customer service representatives and will be responsible for taking care of our French and Spanish clients.
Key Responsibilities
Our Customer Support Consultant is responsible for providing fast & accurate customer support to our hoteliers. Your day to day responsibilities include (but are not limited to):
Customer Support
Support hoteliers by providing professional, personalised responses to their queries on all contact channels.
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, elevate 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




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 RoomRaccoon and work with internal teams to prioritise resolving their issues
Adherence and Improvement
Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours
Adhere to all RoomRaccoon Standard Operating Procedures
Occasionally assisting in creating video & written content to teach our hoteliers in all possible topics so they can use RoomRaccoon in the most self-sufficient way
Share best practices with your peers with a goal to improve the performance and productivity of your team
How to be successful as the Customer Support Consultant
Problem Solving
Customer focused
Customer focused
Active Listening
Empathy Resilience
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
Integral 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.
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📌 Customer Support Consultant (French & Spanish Speaking) (Valencia)
🏢 Roomraccoon Hotel Tech
📍 Valencia