Vacancies at RoomRaccoon Hotel Tech

Your North Star

• You will be responsible for helping our existing customers in the Benelux market to leverage the full power of RoomRaccoon by upselling a range of upgrades. These upgrades range from our own premium services including automated customer upselling and entry-level revenue management to integrations with an extensive marketplace of connectivity partners covering accounting automation, point of sale, door lock, third party revenue management software and much, much more.  

Day in the life of the Customer Success Manager

Product and Market Knowledge 

• Identify upsell opportunities by understanding customers' evolving needs and objectives. 
• Collaborate with the sales team to develop tailored proposals and strategies for expanding customer usage. 
• Deliver demos of RaccoonPay and showcase additional benefits to interested hoteliers. 
• Develop a comprehensive understanding of our product suite, competitor offerings, and pricing.

Customer Engagement and Relationship Building 

• Proactively engage with hoteliers to understand their business goals, challenges, and objectives. 
• Serve as the primary point of contact, fostering strong relationships with key stakeholders. 
• Conduct regular check-ins and reviews with customers to monitor progress and satisfaction levels. 
• Identify opportunities to optimize and enhance hoteliers' experiences based on feedback and usage patterns. 
• Provide training and educational resources to empower hoteliers to maximize our products. 

Customer Retention Strategies 

• Develop and execute strategies to proactively address customer concerns and mitigate churn risks. 

Key skills:

• Non- negotiable: Fluent Dutch & English 
• 2+ years of work experience in a similar role 
• Hotel sales or SaaS experience is advantageous  
• Patient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsell 
• Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities 

How to be successful as the Customer Success Manager

• Organisation & Planning
• Attention to detail
• Self-Motivated 
• Stress Management
• Team Player

Perks: 

• Free Food Fridays
• Mac Environment
• Incentive Based Commission 
• Formal Training Budget
• Annual Hotel Experience
• Equity
• Birthday & Christmas Vouchers
• Holiday allowance (8%)

go to method of application »

Your North Star

• Your mission is a guiding metric or key objective that helps a company or team stay focused on its core mission and long-term goals. For a customer support consultant, you often represent the ideal customer experience or the primary outcome the team strives to achieve, such as customer satisfaction, resolution speed, or first-contact resolution. It's a constant point of reference to ensure that all actions and decisions align with delivering exceptional service and value to customers.

Day in the life of a Customer Support Consultant

• Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums.
• Deliver world class customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to pre-empt future needs 
• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution 
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention.
• Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.  
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promoters 
• Retain hoteliers by understanding the situations and behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues.

Key skills:

• Non-negotiable: Fluent Dutch 
• Has 2+ years' experience in a service-oriented, technical or customer support role 
• Excellent interpersonal skills, consistently amicable and responsive in dealing with all people, both externally and internally 
• Technical proficiency in working on different systems (training will be provided) 

Beneficial skills:

• Hotel (front desk/reservations) / and or hospitality experience (advantageous) 

How to be successful as a Customer Support Consultant

• Communicate Clearly: Be concise, empathetic, and active in listening to customer needs.
• Know Your Product: Stay informed about features and updates to provide accurate support.
• Show Empathy: Be patient and understanding, especially with frustrated customers.
• Solve Problems Quickly: Focus on resolving issues efficiently and effectively.
• Keep Learning: Continuously improve your skills and adapt to new tools and feedback.

Perks

• Free Food Fridays
• Mac environment
• Incentive based commission 
• Formal Training budget
• Annual Hotel experience
• Equity
• Birthday Vouchers

go to method of application »

Your North Star

• Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills. This ensures a positive and productive experience with our product, leading to increased client satisfaction and retention. 
• As a Customer Care Consultant, you will need the ability to quickly identify issues and troubleshoot problems, all while showing empathy and patience throughout the process to address client needs effectively. 
• You will join a global team of customer service representatives and will be responsible for taking care of our Benelux (Belgium, Netherlands & Luxenberg) clients. 

Day in the life of the Customer Support Consultant

Customer Support

• Support hoteliers by providing professional, personalised responses to their queries via email, phone, and online discussion forums. 
• Deliver world class customer experience by listening to hoteliers and being responsive to their needs as well as going the extra mile to pre-empt future needs 

• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution 
• Meet daily & weekly engagement metrics with a goal to achieve set targets for customer satisfaction and retention 

Retention and Service Recovery  

• Working closely with our Implementations Team to ensure a seamless transition of client accounts to support.  
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them with a goal to retain dissatisfied customers and turn them into promoters 
• Retain hoteliers by understanding the situations and behaviors that indicate they want to stop using RoomRaccoon and work with internal teams to prioritise resolving their issues 

Key skills:

• Non-negotiable: Fluency in German and English
• Has 2+ years' experience in a service-oriented, technical or customer support role 
• Technical proficiency in working on different systems (training will be provided) 

Beneficial skills:

• Hotel (front desk/reservations) / and or hospitality experience 

How to be successful as the Customer Support Consultant 

• Problem Solving
• Customer focused 
• Active Listening
• Empathy
• Resilience

Perks: 

• Free Food Fridays
• Mac Environment
• Incentive Based Commission 
• Formal Training Budget
• Annual Hotel Experience
• Equity
• Birthday & Christmas Vouchers

go to method of application »

Your North Star

• Be the driving force behind our award-winning cloud-based Hotel Management System. Leveraging your 5+ years of expertise in Vanilla PHP, you’ll play a key role in developing, enhancing, and refining new and existing features within our Development Team. Your impact will shine even brighter with a proven track record in building successful SaaS products, setting you apart as a true leader in our mission to deliver exceptional software solutions.

Day in the life of a Senior Developer

• Develop new and improve existing features as part of the team's sprint goals 
• Troubleshoot, debug and maintain existing software measured in line with the engineering performance framework 
• Code development and architecture based on development lead to specifications. 
• Collaborate well with the development team, Lead developer and Product Owner/Product Manager 
• Contribute to all phases of the development lifecycle 

Key skills:

• BSc Computer Engineering or Computer Science or Relevant Software Related Qualification 
• 5+ years’ relevant experience in a similar role 
• Solid experience in PHP, MySQL, Sass, Git, REST 
• Design, code and maintain applications using best practices 
• Troubleshoot, test and maintain the core product software and databases to ensure strong optimisation and functionality 

How to be successful as a Senior Developer:

• Excellent communication skills to both understand the needs of the project but also give feedback to stakeholders and input to other team members 
• Ability to work in a fast-paced environment 
• Knowledge and experience working in an agile/scrum environment 
• Ability to work with an international team with international customers in different time zones 
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease 
• Possess proficient analytical and decision-making skills. 

go to method of application »

Your North Star 

• The Project Manager Level 2 is responsible for overseeing and managing projects from inception to completion, ensuring they are delivered on time, within budget, and meet the desired quality standards. This role requires strong leadership, problem-solving, and communication skills, with a focus on Agile methodologies to drive project success in a SaaS company. 

Day in the life of the Project Manager Level 2 

• Project Planning and Execution: Develop detailed project plans, including scope, timelines, resources, and budget. Ensure projects are executed according to plan. 
• Agile Methodologies: Implement and manage Agile practices, including Scrum ceremonies (e.g., sprint planning, daily stand-ups, sprint reviews, and retrospectives). 
• Team Collaboration: Work closely with cross-functional teams, including developers, designers, and product managers, to ensure project alignment and successful delivery. 
• Stakeholder Communication: Maintain clear and consistent communication with stakeholders, providing regular updates on project status, risks, and issues. 
• Risk Management: Identify potential risks and develop mitigation strategies to ensure project continuity and success. 
• Quality Assurance: Ensure that all project deliverables meet the required quality standards through rigorous testing and validation processes. 
• Resource Management: Allocate and manage resources effectively to ensure project goals are met. 
• Continuous Improvement: Promote a culture of continuous improvement by regularly reviewing, defining and refining project processes and practices. 

Key Skills: 

• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field 
• Experience: 5-7 years of project management experience, with at least 3 years in a SaaS environment  
• Technical Skills: Proficiency in Agile project management tools (e.g. Git Boards, JIRA, Trello)  
• Understanding of software development life cycle (SDLC) and Product Management Methodologies  
• Leadership Skills: Proven ability to lead and motivate cross-functional teams  
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders  
• Problem-Solving Skills: Strong analytical and problem-solving abilities  
• Agile Principles: Deep understanding of Agile principles and methodologies, including Scrum and Kanban  
• Project Management Best Practices: Knowledge of project management best practices and frameworks (e.g., PMBOK, PRINCE2) 
• Quality Metrics: Familiarity with key quality metrics and how to use them to drive improvements 
• Risk-Based Testing: Experience with risk-based testing approaches to prioritize testing efforts based on potential impact  

Beneficial skills: 

• Agile Certification: Certified ScrumMaster (CSM) or equivalent Agile certification  

How to be successful as a Project Manager Level 2 

• Team Environment: Ability to work in and embrace a team environment  
• Fast-Paced Environment: Ability to work in a fast-paced environment  
• Attention to Detail: Strong attention to detail and a meticulous approach to project management  
• Adaptability: Flexibility to adapt to changing project requirements and priorities  
• Customer-Centric: Focus on delivering value to customers and enhancing their experience with the product  

go to method of application »

Your North Star 

• The mission of the Senior Automation Engineer is to define test scenarios for new features, provide information on requirements, analyse the product, alleviate bug fixes, and ensure that desired outcomes are achieved primarily focused on writing automated tests. 

Day in the life of the Senior Automation Engineer 

• Testing and Quality Improvement: Constantly test new developments and features to improve the quality of our product, including quality assurance reporting. 
• Test Plan Development: Develop and execute comprehensive test plans to ensure the quality and functionality of our software applications. 
• Collaboration: Collaborate with cross-functional teams, including developers and product managers, to define test requirements and acceptance criteria. 
• Manual and Automated Testing: Perform manual and automated testing to identify software defects, record and track issues, and verify bug fixes. 
• Automation Frameworks: Design, implement, and maintain automated test scripts and frameworks to improve testing efficiency. 
• Regression Testing: Conduct regression testing to ensure that previously identified issues have been resolved and new features have not introduced regressions. 
• Load and Performance Testing: Design and execute load and performance tests to ensure the system can handle expected user loads and identify potential bottlenecks. 
• Best Practices: Introduce best practices for the testing process and ensure that they are applied across the organization. 
• Analysis and Recommendations: Analyse test results, identify trends, and recommend improvements to the development team. 
• CI/CD Processes: Participate in the design and implementation of continuous integration and continuous delivery (CI/CD) processes to support agile development methodologies. 
• Risk Management: Partner with the Product Owner, Lead Developer and Head of Product to identify any quality risks, work on critical projects, and provide advice in prioritizing test cases for automation. 
• Code Reviews: Contribute to the overall improvement of software quality by actively participating in code reviews and providing feedback on design and architecture. 

Key Skills: 

• Certification: ISTQB Foundation Certification 
• Experience: 5-8 years of solid QA experience 
• Programming Skills: Advanced programming skills using Java  
• Database Knowledge: Understanding of MySQL databases 
• Test Automation: Experience with test automation tools such as Selenium  
• Programming Concepts: Understanding of programming concepts and best practices such as OOP  
• IDE Experience: Experience using an IDE, such as Eclipse, NetBeans, or IntelliJ IDEA  
• Troubleshooting: Expert at troubleshooting and diagnosing system issues  
• API Experience: Experience with API calls  
• Project Management Tools: Experience with project management tools such as Git Boards, JIRA or Trello  
• CI/CD Tools: Experience with CI/CD tools, such as GitLab, is a plus  
• Quality Assurance Principles: Strong understanding of QA principles, methodologies, and best practices  
• Test Design Techniques: Proficiency in various test design techniques, including boundary value analysis, equivalence partitioning, and state transition testing  
• Software Development Life Cycle (SDLC): In-depth knowledge of the SDLC and the role of QA within it. 
• Quality Metrics: Familiarity with key quality metrics and how to use them to drive improvements  
• Risk-Based Testing: Experience with risk-based testing approaches to prioritize testing efforts based on potential impact  

Beneficial skills: 

• Certification: ISTQB Advanced Certifications  
• Experience: Experience in Testing Hospitality or Hotel Management Software  
• Test Automation: Experience with test automation tools such as Appium 
• Tools: Experience with TestRail, Jenkins, or TestNG  
• Load and Performance Testing: Experience with load and performance testing tools and methodologies  

How to be successful as a Senior QA Engineer 

• Team Environment 
• Fast-Paced Environment 
• Testing Methodology 
• Automation Concepts  
• Communication Skills 
• Programming Experience 

go to method of application »

Your North Star 

• The mission of the Manual and Black Box Tester is to define test scenarios for new features, provide information on requirements, analyse the product, alleviate bug fixes, and ensure that desired outcomes are achieved. This role focuses on manual and black box testing, with the potential to grow into an automation tester in the long term. 

Day in the life of the Senior QA Engineer 

• Testing and Quality Improvement: Constantly test new developments and features to improve the quality of our product, including quality assurance reporting. 
• Test Plan Development: Develop and execute comprehensive test plans to ensure the quality and functionality of our software applications. 
• Collaboration: Collaborate with cross-functional teams, including developers and product managers, to define test requirements and acceptance criteria. 
• Manual Testing: Perform manual testing to identify software defects, record and track issues, and verify bug fixes. 
• Black Box Testing: Conduct black box testing to evaluate the functionality of the software without looking at the internal code structure. 
• Regression Testing: Conduct regression testing to ensure that previously identified issues have been resolved and new features have not introduced regressions. 
• Best Practices: Introduce best practices for the testing process and ensure that they are applied across the organisation. 
• Analysis and Recommendations: Analyse test results, identify trends, and recommend improvements to the development team. Reporting and improvements from this are vital to the success of this role. 
• Growth into Automation: Participate in training and development opportunities to gradually transition into an automation tester role. 

Key Skills: 

• Certification: ISTQB Foundation Certification  
• Experience: 5-7 years of solid QA experience, focusing on manual and black box testing 
• Testing Methodology: Practical working knowledge of software testing methodology and Quality Assurance fundamentals 
• Troubleshooting: Expert at troubleshooting and diagnosing system issues 
• API Experience: Experience with API calls 
• Project Management Tools: Experience with project management tools such as GIT Boards or JIRA 
• Automation Potential: Basic understanding of test automation concepts and a willingness to learn and grow into an automation role 
• L&P: Experience with load and performance testing tools and methodologies. 
• Quality Assurance Principles: Strong understanding of QA principles, methodologies, and best practices 
• Test Design Techniques: Proficiency in various test design techniques, including boundary value analysis, equivalence partitioning, and state transition testing  
• Software Development Life Cycle (SDLC): In-depth knowledge of the SDLC and the role of QA within it  
• Quality Metrics: Familiarity with key quality metrics and how to use them to drive improvements 
• Risk-Based Testing: Experience with risk-based testing approaches to prioritise testing efforts based on potential impact 

Beneficial skills: 

• Certification: ISTQB Advanced Certifications  
• Experience: Experience in Testing Hospitality or Hotel Management Software  
• L&P: Experience with load and performance testing tools and methodologies. 

How to be successful as a Senior QA Engineer 

• Team Environment: Ability to work in and embrace a team environment  
• Fast-Paced Environment: Ability to work in a fast-paced environment  
• Communication Skills: Good communication, collaborative, and problem-solving skills  
• Attention to Detail: Strong attention to detail and a meticulous approach to testing