Customer Support Representative

Description

Hotels, resorts and holiday parks run on RMS, and when something goes wrong, someone has to help. That's you: supporting everyone from the front desk to the people running the business, at a modern SaaS company where you can work flexibly, keep learning and grow.

The opportunity
RMS is growing across APAC, and more properties rely on us every day. You'll be their first point of contact: solving problems, teaching them to get more from RMS, and passing what you hear to Product.

Why you'll enjoy this role
Real impact. You see the result of good support straight away.
Always learning. Product knowledge and development are part of the job.
Your voice reaches Product. Customer feedback shapes what gets built and fixed.

What you'll take on

• Resolve customer inquiries quickly, ideally at first contact.
• Coach customers on features, updates and best practices.
• Escalate complex issues to senior colleagues with the detail they need.
• Share customer feedback and recurring issues with Product.
• Keep building your product and industry knowledge.

The team you'll join
You'll report to the APAC Support Manager and work with Product, Sales, technical support and our onboarding teams.

You'll likely have:

• Proven experience in a customer-facing role.
• Strong troubleshooting skills and a customer-first approach.
• Clear communication, and the knack of simplifying complex topics.
• Empathy and patience, and the ability to prioritise in a fast-paced environment.
• A record of hitting KPIs such as first-response times, CSAT and product adoption.

Experience with RMS or another property management system is highly regarded, but it isn't essential.
And if you don't tick every box, apply anyway. A job description is a wish list, not a checklist.

How we work
Every RMS role sits within one of our work modes: a flexible, trust-based, outcomes-focused framework with meaningful flexibility and remote working.

We're async-first, using tools like Slack to stay connected across locations and time zones. We also expect everyone to build AI fluency relevant to their role and use it thoughtfully to work better.

Life at RMS
RMS is a global hospitality technology company helping operators run better businesses and create better experiences for their guests.

We're ambitious about where the product and business are going, and the way we work continues to evolve alongside them.

A few things worth knowing:

• We value ownership. You'll have room to make decisions, and we expect people to take responsibility for moving things forward.
• Not everything comes with a playbook. We're continuing to improve our products, processes and ways of working. You'll sometimes need to create clarity rather than wait for it.
• We stay curious. Whether it's AI, new technology or simply a better way of solving an old problem, we want people who are willing to experiment, learn and share what works.
• We're global. You'll work with people, customers and partners across multiple regions, so thoughtful communication and collaboration matter.
• We care about outcomes. Ideas are valuable, but turning them into something that improves the experience for our customers, our teams or our business is what really counts.

And you can be yourself here. We're an equal opportunities employer, made up of people with different backgrounds, experiences, personalities and perspectives. That mix makes better ideas and better products for customers all over the world, and it means there isn't one type of person who fits at RMS.

Our values are simple: Committed to customer. Honest words, trusted actions. Push boundaries, stay curious. Own it, make it happen.

What's in it for you
Alongside meaningful ownership, flexible ways of working and the opportunity to contribute to a global SaaS business, everyone at RMS has access to benefits designed to support their development and wellbeing.
Our global benefits include:

• Learning platform with thousands of tailored learning pathways to support your own development plan.
• Employee Assistance Program: free, confidential support for you and your family, whenever you need it.
• Rise, our annual kick-off event that brings the whole of RMS together to connect, celebrate and set up the year ahead.
• Years of Service awards, social events and RMS swag, because the moments between the work matter too.

In Australia, you'll also get:

• Up to 25 days annual leave, including up to 5 extra paid days gifted by RMS over the Christmas/New Year shutdown, matched day for day with your own leave.
• Access to novated leasing, a tax-effective way to package a vehicle of your choice.
• Melbourne office vibes: table tennis, a well stocked kitchen, Toasty Tuesdays (who doesn't love a toastie?), monthly themed lunches and regular team social events.