Customer Success Executive

Bangalore, India

ABOUT US

IDS Next is Asia’s largest provider of hospitality software. With unmatched industry expertise, IDS Next designs, develops, markets and maintains a comprehensive range of information management systems for various hospitality businesses, including hotels, restaurants, and leisure operations. We help hospitality professionals focus on providing efficient service by developing strategically sound, user-friendly software that enables higher productivity and greater profitability.

ROLE OVERVIEW

We are seeking proactive and customer-focused L1/L2 Support Executives to deliver exceptional technical and functional support for our hospitality software solutions. This role goes beyond troubleshooting — it requires excellent business communication skills, strong customer empathy, and a customer success mindset to ensure every interaction adds value and builds trust.

RESPONSIBILITIES

  • Provide first-level (L1) and second-level (L2) support for hospitality applications, ensuring timely response and resolution.
  • Handle issues related to hospitality modules including Front Office, Reservations, Banquets, Housekeeping, POS, and Billing.
  • Log, track, and update all cases in the ticketing system; maintain detailed documentation for knowledge sharing.
  • Ensure professional email and call responses with accurate, clear, and timely communication, always setting the right expectations with customers.
  • Take ownership of escalations, demonstrating urgency, empathy, and accountability in resolving critical issues.
  • Collaborate with internal teams (Development, QA, Cloud/Infra) for timely escalations and permanent solutions.
  • Participate in customer training sessions, UAT support, and onboarding when required.
  • Focus on CSAT (Customer Satisfaction) scores by prioritizing proactive updates, quality communication, and minimizing repeat issues

SKILLS

  • 1–3 years of experience in application support (hospitality PMS experience preferred).

  • Hands-on experience in hospitality workflows within hotels/resorts preferably front office.

  • Strong functional knowledge of Reservations, Check-in/Check-out, Banquet/Event bookings, Room Management, and Billing.

  • Prior exposure to both on-premise PMS solutions and SaaS/Cloud-based hospitality platforms.

  • Excellent business communication skills (both written and verbal).

  • Professional email etiquette – clear subject lines, structured content, and timely responses.

  • Proper call etiquette – courteous, structured, and solution-focused interactions.

  • Ability to set clear expectations with customers regarding timelines, next steps, and resolutions.

  • Strong ability to handle escalations calmly and reassure customers with a solution-oriented approach.

  • Proactive mindset toward customer success, measured through CSAT and repeat customer confidence.

  • Working knowledge of SQL queries for basic issue troubleshooting and report validation.

  • Familiarity with ticketing tools such as Salesforce, JIRA, Zoho Desk, or ServiceNow.

  • Willingness to work in shifts, including weekends, to support 24/7 operations.

PREFERRED QUALIFICATIONS

  • Bachelor’s or Diploma in Hotel Management, Computer Science, or related field.

  • Prior hotel industry experience in IT, Front Office, or Banquet operations.

  • Experience with integrations (POS, Channel Managers, Accounting systems).

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