Customer Support Specialist

About the job

Key to Iceland is a global marketplace that leverages data and technology to connect travelers to hundreds of hotels in Iceland and other properties. We partner with hotels and tourism operators to improve travel bookings and enhance customers' experiences. We present local businesses with a fresh, collaborative approach that ensures favorable terms, transparent communication, and strategic partnerships. We offer a platform that connects tourism operators to a global audience of travelers.

At Key to Iceland, our mission goes beyond mere travel; it's about paving the way for a sustainable future in tourism. We are deeply committed to a future that promises memorable experiences and a healthier planet for all, emphasizing the importance of the cause.

We are now looking for a dedicated Customer Support Specialist who is passionate about delivering exceptional service and is interested in growing into a CRM-focused role.

The job and team

In this role, you will be the frontline of communication with our customers, ensuring they receive timely, accurate, and friendly support across all channels. You will primarily handle customer inquiries, provide service recovery, and work to improve the overall customer experience. Over time, you will also have the opportunity to grow into a CRM (Customer Relationship Management) role, where you will help manage customer data, design loyalty programs, and optimize engagement strategies.

You will work closely with our content, sales, and tech teams, as well as external partners, contributing to how we better understand and serve our customers.

Responsibilities

• Respond to customer inquiries via email, chat, and social media platforms with professionalism and empathy.

• Troubleshoot customer issues and escalate complex problems as needed.

• Maintain a deep understanding of our platform, services, and partners to provide high-quality support.

• Track, document, and report customer interactions, trends, and feedback to improve service and processes.

• Collaborate with internal teams to enhance the customer journey.

• Support CRM activities, including organizing and segmenting customer data and assisting with customer retention initiatives.

• Analyze customer behavior and feedback to provide actionable insights for service improvements.

About you

To be successful in this role, we believe that you have:

• 2+ years of experience in a customer service or support role (experience with CRM tools is a plus).

• Strong interpersonal and communication skills, both verbal and written.

• Ability to work independently and in teams, with strong organizational skills and a results-driven mindset.

• A growth mindset with a genuine interest in customer lifecycle management and digital tools.

• Strong problem-solving skills and the ability to remain calm under pressure.

• Knowledge of social media, content writing, and search engine optimization (SEO) is a plus.

• Good command of both Icelandic and English, in both written and spoken forms.

It’s a plus if you have previous experience working in a travel or hospitality environment and are familiar with CRM systems or customer support tools, such as HubSpot, Salesforce, Zendesk, or similar platforms. An interest in how technology, like AI, is transforming the customer experience is highly valued.

What we offer

Key to Iceland offers a friendly, entrepreneurial, and fast-moving work environment where new ideas and creativity are welcomed. Our culture, characterized by welcoming and helpfulness, is essential to us. We don’t believe in hierarchy and micromanagement; we think highly of taking responsibility and having people grow alongside it. We value each team member and strive to create a supportive and inclusive environment where everyone can thrive.

If you feel that Key to Iceland is where you can grow your career in customer support and CRM, send us your introductory letter in English and Icelandic. Apply here, and we will contact you as soon as possible.