Customer Experience Specialist


Job Title: Customer Experience Specialist
Location: Berlin, Germany

In February 2016, SnapShot launched a new hotel analytics tool that helps hotels make their big data smaller. Due to phenomenal demand during our beta period, we are looking for a dedicated Specialist within our Customer Experience, to join the team.

As Customer Experience Specialist, you act as the key representative of the company in all interactions with both new and existing customers, delivering high level customer experiences through onboarding, ongoing support and paid services. The focus of the specialist is to create and deliver fresh and innovative training and support solutions, offering consultative support to improve hotel’s management of their demand.


Deliver an successful onboarding experience for all customers through assessment of internal analytics, customer intelligence and live client interaction
Be highly knowledgeable about the core product and associated apps and services
Maintain accurate and up to date internal information on the status of customer
Respond and appropriately escalate customer feedback for swift problem resolution and high customer satisfaction
Work closely with Product and Development on identification, tracking and delivery of enhancement requests
Acts as an escalation point for the customer or operations to ensure smooth service levels
Identify client training opportunities and potential in-house sales opportunities
Train and mentor new employees as required


Experience in a reservations or customer support environment
Hotel reservations management, distribution or e-commerce experience an advantage
Strong interpersonal, persuasive and analytical skills
Ability to prioritize and manage yourself to get things done with no prompting
Super-human problem-solving abilities
A real passion for hospitality, travel and technology
Native or near-native English skills, at least one other European language is a must
Must be an EU member citizen or have eligibility to work in the EU


A start-up experience in Europe’s start-up capital
Join the hotel industry’s new standard in hotel data analytics
Great office location on Berlin’s Kurfürstendamm
Generous compensation package


SnapShot is a Berlin-based hotel data company. Our flagship product, SnapShot Analytics, is a new kind of analytics made specifically for the hospitality industry, aggregating hotel data from various sources and displaying it all on one beautifully-designed, easy to use dashboard. We’re growing at an exciting pace and are looking for motivated and skilled people to join our team.


If you are interested in applying for this position, please send by email a recent CV and covering letter, for the attention of:

Bianca Courtenay

Head of HR and Administration

[email protected]