*This position is fully remote, Europe based

Juyo helps hotel revenue and commercial teams make better decisions from their data. Our users are revenue managers, commercial leaders and hotel teams who expect us to understand their world and help them get more from their technology.

We’re looking for a Lead in Customer Support to build support that is AI-native, technically sophisticated, deeply enabling and relentlessly human.

This is not a traditional support role. It’s for someone who can move between customer, technology and business - solving complex problems, enabling customers, improving how we work and making every interaction better.

What you’ll do

- Build exceptional support

Create a culture of ownership, curiosity and high standards. Build the processes, workflows and quality standards that allow support to scale while keeping the customer experience personal.

- Enable customers

Go beyond answering questions. Understand what customers are trying to achieve and help them get there. Turn recurring questions and friction into better guidance, education, documentation and customer experiences - so customers can get more value from Juyo, faster.

- Build AI-native support

Reimagine how support works as AI changes SaaS. Identify what AI can solve or automate, where human judgment matters and how AI can make the team dramatically more effective - from troubleshooting and knowledge retrieval to triage, QA and proactive support.

- Be the bridge between customers and technology

Own complex issues across product, data and integrations. Get to the root cause rather than stopping at workarounds, and work closely with Product,



Dev and Integrations to solve problems and improve the underlying system.

- Turn support into product intelligence

Spot patterns across customer conversations and turn them into product improvements, better documentation, automation and proactive customer experiences.

- Bring hospitality expertise

Understand hotel revenue management, commercial strategy, hospitality technology, RMS/PMS or hotel operations. You should be comfortable with OTB, pace, pickup, ADR, segmentation, forecasting, PMS, RMS and integrations and the commercial decisions behind the numbers.

Who you might be

- You could be a revenue manager, hospitality-tech implementation specialist, technical support specialist, customer success/deployment professional or hotel-tech operator experimenting with automation and AI.
- You don’t need the perfect SaaS career path. We care more about how you think, how quickly you learn and what you can build than the title on your previous business card.

What makes you successful

- You have a strong sense of urgency: you see the forest through the trees, know what needs attention now, when to escalate, and how to create momentum across others to get things moving.





- You’re highly organised and can manage multiple priorities without losing sight of what matters.

- You’re a self-starter who takes ownership: you don’t need perfect clarity. You find the right information, ask the right questions, involve the right people and follow things through.

- You’re curious: about technology, our customers and the reality they operate in.

- You’re a resourceful problem solver: when the answer isn’t obvious, you dig in, get to the root of the issue and find a way forward.

- You see patterns and opportunities: you look beyond individual issues to understand what could be changed, simplified or built better.

- You communicate exceptionally well and can move comfortably between an end user and the Product, Dev and Integrations teams.

- You’re excited about AI, comfortable with ambiguity and have high standards for yourself, your team and the customer experience.

- You love the question “why?”: you dig beneath the surface, challenge assumptions and want to understand what’s really happening.

What success looks like

Customers trust support. Customers get better at using Juyo. AI handles more repetitive work while humans focus on complex problems and exceptional experiences. Recurring issues become product improvements. Customer questions become knowledge, and knowledge becomes enablement and self-service.

Support becomes more than a service function:

- A customer enablement engine.
- A product intelligence engine.
- An AI laboratory.
- A competitive advantage.

Ultimately: Make it unbelievably easy to be a Juyo customer.

📌 Customer support lead (España)
🏢 Juyo
📍 España