Customer Support Specialist (AI-Enabled)

Welcome to MICE DESK


MICE DESK is the leading European company automating the sales process in the hospitality industry — and we are now expanding to the US.

Our platform, Rocket, turns event, meeting, and group inquiries into autonomous end-to- end workflows: from RFP to signed contract, across email, CRM, and PMS systems. We integrate with the systems hotels actually run on — Oracle OPERA Cloud, SIHOT, Guestline, Salesforce, Marriott's enterprise stack — which means our engineers work inside real hotel operations, not against sandbox APIs.

We are a Series A-stage company with a deliberately small team and real enterprise traction: major hotel groups across Europe run their group sales on Rocket. The people joining now shape the product, the deployment playbook, and the culture.

The Role

Customer Support Specialists are the front line of Rocket's customer experience. You help hotel teams succeed with the platform by resolving issues, guiding users through complex workflows, and ensuring customers can rely on Rocket in their daily operations.

This is far more than a traditional support role. You work closely with Product and Engineering to investigate issues, identify patterns, and improve both the product and the support operation. You will also leverage AI tools to troubleshoot faster, create better documentation, and scale customer support as we grow.

If you enjoy solving real customer problems, understanding complex systems, and helping shape how a fast-growing company supports enterprise customers, this role is for you.

What You Will Own


1. Customer support, end-to-end.

Own the customer support experience from the first ticket to successful resolution. Manage customer requests across multiple channels, prioritize effectively, and ensure every interaction is clear, timely, and helpful.


2. Hospitality operations support.

Help customers navigate the workflows that power hotel sales operations, including event inquiries, group bookings, room blocks, offer generation, and PMS-driven processes. Become an expert in how hotels actually operate—not just how software works.


3. Issue investigation and cross-functional collaboration.

Investigate customer issues beyond the surface, distinguish configuration problems from product defects, and collaborate with Engineering and Product to resolve complex cases. Turn recurring issues into actionable product improvements.


4. Support operations and scalability.

Help build a world-class support function by improving ticket workflows, documentation, automation, and knowledge management. Use AI tools to increase response quality, consistency, and operational efficiency as the company grows.

Who You Are


Must-have

• 2–5+ years of experience in customer support, customer success, or operations within a SaaS or B2B software environment
• Excellent written and spoken English (C1+)
• Strong communication skills with both technical and non-technical users
• Analytical mindset with the ability to investigate problems systematically and identify root causes
• High ownership and strong attention to detail
• Comfortable learning complex software systems and business workflows quickly
• Experience using customer support platforms such as Zendesk or similar ticketing tools
• Ability to stay organized and perform well in a fast-moving environment

Nice-to-have

• Experience supporting hospitality technology, hotel operations, or reservation systems
• Familiarity with PMS or CRM platforms such as Oracle OPERA Cloud, Opera V5, Salesforce, SIHOT, or Guestline
• Basic understanding of APIs, integrations, or enterprise software architecture
• Experience working with Notion, Linear, or similar collaboration tools
• Experience using AI tools to improve customer support, documentation, or operational workflows

Hiring Process

1.Intro interview — background, customer support experience, communication skills, and motivation for joining MICE DESK

2.Support & problem-solving interview — realistic customer scenarios, troubleshooting, prioritization, and issue investigation

3.Founder interview — ownership, customer empathy, and your role in building a scalable support organization

Why MICE DESK

• Support customers using one of Europe's leading AI platforms for hospitality sales automation—now expanding into the US
• Work directly with Product and Engineering to influence how Rocket evolves
• Solve real operational challenges for enterprise hotel groups from day one
• Help build a modern, AI-enabled customer support function at a fast-growing Series A company