Support Specialist (Hybrid)

About Mr & Mrs Smith

Mr & Mrs Smith has been helping people stay together for over 20 years. As the original boutique‑hotel lovers, we are a global travel club for discerning, conscientious couples and families seeking authentic, extraordinary experiences around the world. If it’s the place to be, we’re the place to book it.

Our Smith24 team plays a pivotal role in supporting our partners, hoteliers, and members — delivering exceptional service, high‑quality travel advice, and seamless operational support that strengthens our brand and drives business growth.

Role Overview

The Support Specialist is responsible for delivering outstanding service to members, B2B partners and hoteliers. This role blends luxury‑level customer service, strong communication skills, and deep product and systems knowledge with a proactive, solutions‑focused approach. You will manage the full sales and service cycle for our B2B partners whilst supporting our direct members in all aspects of their stay post sale to include resolving complex queries, support operational workflows, and act as a brand ambassador for Mr & Mrs Smith.

Key Responsibilities

Customer & Partner Support

Deliver exceptional service to members and B2B partners before, during, and after the booking process. Respond promptly to enquiries across phone, email, chat and webform using the Smith tone of voice with flair and personality. Proactively reach out to members, partners and hoteliers to resolve queries, provide updates, and ensure a seamless experience. Build rapport with partners and members to encourage loyalty, repeat bookings, and long‑term engagement. Convert detractors into advocates through empathetic, solution‑focused communication. Maintain service‑level averages by responding to all interactions in a timely and effective manner. Handle sensitive information with discretion and accuracy. Serve as a brand ambassador, reinforcing Smith’s personality, professionalism, sense of fun, and core values.

Sales & Booking Expertise

Manage the full sales and service cycle for B2B partners and service cycle for direct members. Confidently suggest, recommend, and guide partners when booking Smith hotels. Achieve personal and team targets in line with business objectives. Minimise cancellations and protect revenue wherever possible. Provide high‑quality travel advice tailored to partner and member needs.

Operational Excellence & Cross‑Team Collaboration

Support non‑sales operational tasks across Smith24 to ensure smooth daily workflows. Work closely with Partnerships, Finance, Marketing, Tech, and Smith24 teams to support the full partner journey. Communicate clearly and professionally across all business channels. Relay information accurately between hotels, partners, members and internal teams. Identify opportunities to streamline workflows and improve efficiency.

Problem‑Solving & Multitasking

Analyse and resolve difficult situations diplomatically. Multitask effectively, handling a variety of inbound and outbound queries simultaneously. Remain calm, positive, and professional under pressure.

Systems & Product Knowledge

Maintain strong knowledge of Smith products, hotel facilities, locations, and where to find accurate information. Demonstrate working knowledge of Salesforce, Tashh, CP, SAMs, Looker, and other internal systems. Use internal tools effectively to support accurate bookings, reporting, and customer communication. Show curiosity and a self‑starting approach to learning and development.

Requirements

Highly organised with an efficient, proactive working style. Excellent attention to detail and strong written and spoken communication skills. Confidence working in a dynamic, fast‑paced environment. Professional attitude and strong team‑oriented approach. Passion for delivering exceptional customer service. Ability to multitask and manage competing priorities. Previous experience in the luxury travel industry is desirable. Full‑time availability. Overseas travel may be required.

Examples of Daily Tasks

Respond to partner and member enquiries via phone, chat, and email. Manage cancellations, amendments, and booking changes. Handle payments, billing queries, and sensitive card details. Resolve complaints and support overbooking situations. Process feedback and communicate updates between hotels and partners. Arrange extras such as transfers, room requests, and special services. Provide sales advice and book hotel stays for partners. Support price‑match requests. Attend hotel training sessions and company meetings.