Customer Support

Welcome to Munich Ventures, a venture catalyst that supports startups in building digital products at every stage. It invests in startups, builds tech teams, and manages everything from initial development to scaling and expanding existing teams.

You will join MiceDesk, a fast-growing impact start-up revolutionizing technological innovation and highly qualified specialist support in the hospitality industry. MiceDesk is building an AI-driven platform that automates complex sales workflows across email, CRM, and PMS systems, helping hospitality teams accelerate revenue management through smarter, data-driven decision-making.

We are looking for a Customer Support Specialist (Hospitality AI Platform) to support hotel clients using our AI-driven hospitality system by ensuring smooth operations, fast issue resolution, and high-quality customer experience across all workflows.

Performance objectives


1) Customer operations & issue resolution

Handle incoming customer requests and ensure fast, structured, and high-quality resolution across key operational workflows.


To achieve this objective you should:

• Handle support requests via email, chat, and ticketing systems

• Troubleshoot issues in email ingestion (Outlook / RFP parsing)

• Support PMS integrations (Opera Cloud, Opera V5)

• Assist with CRM and offer generation workflows

• Ensure fast response times and high customer satisfaction

2) Hospitality workflow support

Understand and support real hotel operations and daily workflows within the platform.


To achieve this objective you should:

• Support group bookings and reservations

• Handle MICE (Meetings, Incentives, Conferences, Events) requests

• Assist with room blocks and function space allocation

• Guide customers on best operational practices

3) Product enablement & onboarding

Support onboarding and ensure customers successfully adopt and use the platform.


To achieve this objective you should:

• Support onboarding of new hotels and users

• Validate data and RFP parsing results

• Assist with offer generation and availability workflows

• Ensure smooth daily product usage and adoption

4) Issue analysis & escalation

Identify root causes of issues and collaborate with internal teams to resolve them.


To achieve this objective you should:

• Detect system issues beyond surface-level symptoms

• Collaborate with Engineering on bugs and integrations

• Work with Product on UX and feature improvements

• Provide structured feedback to improve the product

5) Process improvement & scalability

Contribute to improving support workflows and building scalable support operations.


To achieve this objective you should:

• Identify recurring customer issues and patterns

• Suggest automation and workflow improvements

• Help build support documentation and playbooks

• Improve efficiency of customer support processes

Ideal candidate attributes


Must-to-have skills

• Strong English communication (C1+) — written and spoken.

• Ability to communicate clearly with international clients.

• Strong analytical and problem-solving mindset.

• High ownership and responsibility attitude.

• Ability to stay calm under pressure.

• Willingness to learn complex systems quickly (PMS, CRM, integrations).

• Experience with support tools (ticketing systems, email, chat platforms).

Nice-to-have skills

• Experience in hospitality (hotels, reservations, events).

• Experience in SaaS / B2B customer support roles.

• Familiarity with CRM or PMS systems (Opera, Salesforce, etc.).

• Basic understanding of APIs, integrations, or technical systems.

Hiring stages

HR Deep Dive Interview:
You'll meet with a member of our HR team to discuss your background, experience, and motivations for applying. This is also an opportunity to cover practical details like salary expectations and availability.

Technical Interview:
You will have a focused discussion to evaluate your customer support experience, problem-solving skills, and ability to handle real operational scenarios in a fast-paced environment. Expect questions around troubleshooting, escalation handling, and customer communication.

Executive Focus Interview:
You will meet with the leadership team of MiceDesk to discuss company vision, product direction, and your role in improving customer experience and operational efficiency.


Perks and benefits

• L&D budget per employee: Specific budget allocated for continuous growth and development.

• Remote Work: 2 days Work From Home (WFH) per week.

• Paid Time Off: 5 additional days off annually for personal needs.

• Health & Wellness: Comprehensive coverage through one of the biggest insurance companies across Armenia.

• Performance review: Enjoy regular salary reviews to ensure your contributions are recognized and rewarded.

• Referral program: Take advantage of our employee referral program that rewards successful talent sourcing.