Support Representative (Trust & Owner Accounting)

About RMS

At RMS, our people build scalable technology for the hospitality industry worldwide. We are in a high growth, high impact phase, applying data and AI to how we design, build, and evolve our SaaS platform. We are building for scale, speed, and long term innovation. At RMS, every person is empowered to own their space, challenge the status quo, and make a meaningful impact.

Your Impact

As a Customer Success Representative, you will be instrumental in helping our customers succeed with our platform. Through responsive support, proactive solutions, and a seamless client experience, you will build strong relationships and help customers achieve their goals. You will stay close to product developments and industry trends so you can offer guidance that genuinely helps, and play a direct role in driving product adoption.

What you'll be doing

• Responding to customer questions with clear, effective solutions and timely follow up
• Providing training on product features, updates, and best practices to help customers get the most value
• Escalating complex issues to senior teams to keep resolution moving efficiently
• Collecting and sharing customer feedback with internal teams to help improve the product
• Keeping accurate records of customer interactions and insights
• Continuing to build your product knowledge and refine your skills as you grow into more advanced support work

What you'll bring

• Strong problem solving and communication skills, with genuine empathy and patience
• A proactive approach to learning, and a habit of applying what you pick up along the way
• A collaborative mindset, comfortable sharing knowledge across teams to improve outcomes for customers
• A track record of hitting the metrics that matter, such as response times, customer satisfaction, and product adoption
• A customer first mindset and real enthusiasm for helping people succeed
• Experience with property management or hospitality software is highly regarded, though not essential
• Any exposure to account payments, disputes, or reconciliation work is a genuine plus, and would build well on the trust and ownership we look for in this team

Why RMS?

Growth and Progression

You will have the chance to expand your scope, develop new skills, and progress your career as the business scales.

Ownership and Autonomy

You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes.

Work That Matters

Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed.

Exposure to AI and Modern Ways of Working

We actively invest in AI enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future.

Flexible, Hybrid Working

We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person.

Inclusive and Supportive Culture

We are collaborative, down to earth, and supportive. Diverse perspectives are welcomed, ideas are encouraged, and people are treated with respect.