Bilingual Hotel Tech Support Specialist

hace 2 semanas

Tijuana, Baja California, México OpenHotel, Inc. A tiempo completo


Now Hiring:
Bilingual Support Specialist – Hotel Tech & After Hours Critical Response

Are you a calm, decisive problem-solver who thrives under pressure?

Company Description

OpenHotel, Inc. has been a leader in cloud-based hotel software technology for nearly 25 years, offering a fully integrated, mobile, all-in-one system. Our PMS, booking engine, channel manager, websites, yield manager, and enterprise platform are seamlessly designed to work together from inception. With zero system downtime for over seven years, we prioritize reliability and innovation. OpenHotel provides 24/7 live support in both English and Spanish, catering to hotels of all sizes, including management companies and chains.

Role Description

We're seeking a
Bilingual (English/Spanish) Support Specialist
to join our
remote operations team
, blending
advanced hotel client relationship management
with
After Hours Critical Response
support.

This role is perfect for someone who loves hospitality technology, enjoys autonomy, and can confidently manage high-impact moments during
late week and weekend hours.


Why This Role Matters

As part of our Support Operations team, you'll ensure our hotel clients remain fully operational, even when the unexpected happens.

Your key missions:


Client Service & Success (Office Hours):

Lead client calls, manage key hotel accounts, and help operators get the most out of our SaaS hospitality platform (PMS, Channel Manager, Booking Engine and more). You'll drive adoption, resolve complex issues, and optimize workflows.


Critical Response On-Call (After Hours):

Be the calm, dependable voice when others are offline. You'll handle live emergency calls, troubleshoot technical incidents, and ensure hotel operations run smoothly because guest experience never sleeps.


Precision & Ownership:

Conduct investigations, manage escalations, and ensure detailed documentation for seamless shift handoffs.


Schedule (Eastern Time)

This role covers
Wednesday through Saturday
, including required On-Call hours.

  • Office Hours
    (Client Management/Projects) Weds-Fri: 10:00 AM – 7:00 PM ET
  • Critical On-Call
    (Emergency Support) Weds-Fri: 7:00 PM ET – 9:00 AM ET (Next Day)
  • Saturday
    (Projects/On-Call) 9:00 AM – 12:00 AM ET (Split Shift)
  • Days Off
    : Sunday, Monday & Tuesday

You'll work remotely from a quiet, dedicated space and remain available during on-call periods.


What You Bring

  • Fully bilingual in
    English & Spanish
    (spoken and written).
  • 3+ years
    of experience in customer success, client solutions, or technical support. Ideally in
    hotel operations, PMS, or hospitality SaaS
    .
  • Calm under pressure, detail oriented, and self driven.
  • Strong understanding of how technology impacts hotel occupancy and guest satisfaction.


Your Home Setup

  • PC or laptop (Intel i5 or higher / 8GB RAM min) +
    second monitor
    .
  • Reliable Internet (50 Mbps down / 5 Mbps up) and
    UPS/backup power
    for modem/router.
  • Windows 10+ or macOS.


Compensation & Benefits

Salary:
$30,000 MXN Monthly

Type
: Full-Time, Remote

Benefits:
Unlimited PTO and Comprehensive Benefits Package available.


Ready to Join?

If you're looking to make real impact in the
hospitality tech world
while mastering critical response operations, we want to hear from you

Apply today and be the expert hotels count on when it matters most.

BilingualJobs #HospitalityTech #HotelJobs #RemoteWork #CustomerSupport #AfterHours #SaaS #HotelOperations #Hiring

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