Technical Support Specialist (B2B Hospitality SaaS - Surat, Gujarat ONSITE)

Membroz is looking for a motivated and experienced Technical Support Specialist to join our Customer Success team .

The ideal candidate is a self-driven problem solver with a strong technical background, excellent communication skills, and a genuine passion for helping customers succeed.

Membroz is a B2B SaaS platform serving clubs, resorts, hotels, fitness centers, and vacation homes , helping them manage memberships, bookings, billing, and customer engagement.

• Provide Tier 1 & Tier 2 technical support to customers and internal teams
• Investigate and troubleshoot complex customer issues, ensuring timely resolution and customer satisfaction
• Support customers via online chat, helpdesk systems, emails, and virtual meetings
• Work closely with product and engineering teams to escalate and resolve product-level issues
• Help improve and streamline technical support processes and documentation
• Maintain and update the internal Knowledge Base , including FAQs, product guides, and best practices
• Assist customers with system configuration , including access control, workflows, forms, bookings, and integrations

• 3+ years of experience supporting B2B customers as a Tier 1/2 Support Specialist , preferably in a SaaS environment
• Experience supporting multiple customers simultaneously
• Exposure to hospitality, club management, hotel, resort, fitness, or property management software is a strong advantage
• Experience serving global customers (US, Europe, Middle East)
• Strong customer-first mindset with excellent problem-solving skills
• Excellent English communication skills (written and verbal) mandatory
• Hands-on experience with customer support tools such as Intercom, Zendesk, Freshdesk, or similar
• Ability to troubleshoot API issues, integrations, and third-party connectors (advantage)
• Comfortable working under pressure while maintaining a positive and professional attitude
• Ability to handle complex admin configurations , including roles, permissions, workflows, booking rules, and system settings

• Competitive compensation for the right candidate
• Opportunity to work with a growing global hospitality SaaS product

Membroz is a hospitality-focused SaaS platform designed for clubs, resorts, hotels, fitness centers, and vacation rental businesses .

Our mission is to help hospitality businesses acquire, engage, and grow their members through seamless membership management, bookings, billing, and customer engagement tools.