Customer Success - Onboarding Specialist

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:

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🌐 About Civitfun

At Civitfun, we develop technology solutions that digitalize key processes in the hospitality industry, such as online check-in, police report automation, and integration with PMS and sales platforms. Our Customer Success team is essential to ensuring every client has a smooth, technically supported experience when using our solutions.

🎯 What are we looking for?

We are looking for someone with a solid foundation who can help to onboarding our hotel clients through a specific process. We don’t expect you to have deep technical expertise, but you should bring the base needed to learn quickly and add value from day one.

✅ Minimum Requirements

• Previous experience in a SaaS environment (support, implementation, onboarding, CSM, etc.) Primary focus on new clients implementations.

• Customer service experience, preferably in the tourism or hospitality sector.

• Knowledge of tools such as Zendesk, JIRA, Pipedrive, or similar.

• Intermediate or higher level of English (spoken and written).

• Familiarity with the concept and process of online check-in.

• Ability to work with defined objectives and SLAs.

• Basic knowledge in:

  • Configuration of digital products.

  • Implementation of new accounts from basis

  • Simple structures such as HTML or JSON (preferred).

  • Diagnosis of common functional errors.

💼 Responsibilities

• Accompany the client during the onboarding process and explain, review, guide, and ensure they get the most out of the product.

• Attend to and follow up with clients via ticketing, email, or meetings.

• Resolve functional questions about the use of our products (Check-in Online, Police Report, Guestlink, etc.).

• Detect basic errors or configuration issues and propose solutions.

• Escalate technical issues to the appropriate team, documenting them clearly and accurately.

• Continuously learn about integrations, technical flows, and new features.

🤝 Profile That Fits Our Team

• You have a service mindset and enjoy solving problems.

• You’re comfortable working with digital tools and technical flows.

• You know how to listen, summarize, and explain clearly.

• You’re organized, proactive, and enjoy working independently.

• You don’t need to be an expert, but you should have technical curiosity and adaptability.

🚀 What We Offer

• Ongoing training in our products, integrations, and tools.

• A real learning environment where continuous improvement is valued.

• Direct contact with technology applied to tourism.

• A close-knit, collaborative team eager to support your growth.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work: 

• Within an innovative, engaging and multicultural environment.

• Have the opportunity to build strong and lasting business relationships and friendships from around the world.

• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.