Customer Success Associate

Remote - LATAM Customer Success / Full Time / Remote About Us Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform. Canary is utilized by 20,000+ hoteliers in 100+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results. Canary was named a 2024 Deloitte Technology Fast 500™ company, a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work — and is backed by top Silicon Valley investors like Y Combinator, F-Prime, Brighton Park Capital and Insight Partners. Join us in shaping the future of hospitality! About the Role Customer Success Associates (CSAs) are a critical part of the Customer Operations team, supporting the execution of high-volume operational work across onboarding, configuration, and customer support initiatives. In this role, you will work closely with Customer Success Managers to ensure timely and accurate completion of tasks that directly impact customer experience and product adoption. CSAs also support special projects and emerging initiatives, including real-time customer interactions and operational workflows. This is a fast-paced, detail-oriented role with opportunities to contribute to process improvements and scalable operations. Responsibilities

• Create and configure hotel accounts in backend systems, ensuring accuracy and proper branding
• Resolve Customer Operations tickets, including updates to registration cards, authorization forms, and messaging configurations
• Coordinate and schedule onboarding and training sessions with customers
• Support high-volume rollout initiatives (e.g., scheduling waves, configuration projects)
• Participate in special projects, including customer outreach, reporting, and operational support
• Provide timely updates to CSMs and stakeholders on task progress and completion
• Maintain clear and professional communication with customers across all interactions
• Identify process improvement opportunities and contribute to enhancing team efficiency
• Maintain clear, professional, and customer-friendly communication across all customer interactions
• Support real-time operational workflows, including guest-facing interactions such as assisting with remote check-in experiences when required
• Provide high-quality customer service while troubleshooting operational or guest-related issues in real time

Qualifications

• 1–3 years of experience in customer support, customer success, operations, or hospitality
• Strong attention to detail and ability to manage multiple tasks simultaneously
• Excellent communication skills (written and verbal)
• Comfortable working in a fast-paced, high-volume environment
• Strong customer service mindset with the ability to confidently assist guests and provide a positive experience in real-time interactions
• Preferred: Experience working in hospitality or hotel front desk operations
• Preferred: Familiarity with PMS systems (e.g., Opera) or similar tools