Job Overview
Location
CAN-ON-Remote
Job Type
Full-time
Category
Software Engineering
Date Posted
May 27, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for hospitality clients using WebRezPro, a cloud-based property management system for independent hotels, resorts, inns, hostels, and vacation rentals.
- • Independently troubleshoot and resolve critical PMS issues related to reservations, rates, availability, folios, payments, and reporting to ensure uninterrupted client operations.
- • Identify churn risk signals and proactively engage clients to stabilize usage, optimize system adoption, and improve retention.
- • Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows through personalized support and advisory.
- • Conduct live and recorded training sessions tailored to the operational needs of hospitality businesses using WebRezPro.
- • Support and coordinate integrations between WebRezPro and third-party hospitality systems including OTAs, channel managers, booking engines, and payment processors.
- • Partner with Product and Software Development teams to escalate bugs, validate fixes, and provide feedback based on direct client experience.
- • Translate customer feedback and operational pain points from hoteliers into actionable product insights for product improvement.
- • Maintain clear, detailed written and video documentation specific to hospitality use cases and system workflows.
- • Track and document all client interactions, feature requests, and emerging support trends to inform product and service strategy.
- • Independently make decisions regarding the best course of action for both clients and the company, balancing technical resolution with business impact.
- • Act as a consultant to clients by providing operational advice grounded in direct experience and insights from other clients.
- • Communicate new software release features and updates to clients to ensure timely adoption and awareness.
- • Manage end-to-end communication for client account needs, including resolving complaints and addressing service concerns with professionalism and empathy.
- • Utilize CRM tools and customer success platforms to document interactions, monitor client health, and report on usage trends.
🎯 Requirements
- • Exceptional communication, listening, and interpersonal skills
- • Strong problem-solving, troubleshooting, and critical thinking skills
- • Experience supporting hospitality or lodging operations (e.g., reservations, front desk, inventory/availability, billing)
- • Proficiency with CRM tools and customer success platforms (e.g., HubSpot, Salesforce)
- • Familiarity with SaaS business models, subscription-based services, and retention/churn concepts
- • Technical aptitude with software platforms, including comfort with POS hardware and cloud-based systems
🏖️ Benefits
- • Medical
- • Extended Health and LTD plan
- • Dental
- • Vision
- • RRSP (with employer match)
- • Health Spending Account
- • Flexible paid time off
Skills & Technologies
About Fullsteam Operations, LLC
Fullsteam Operations, LLC is a North American supply-chain and logistics technology company headquartered in Birmingham, Alabama. It builds cloud-based software and payments platforms that unify freight audit, carrier management, shipment visibility, and fuel tax reporting for shippers, carriers, and fuel merchants. Operating under brands such as Propel, Axiom, and Diesel, Fullsteam processes billions of dollars in transportation-related payments annually, helping customers reduce costs, automate compliance, and optimize fleet operations across the United States, Canada, and Mexico.
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