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Lemax is a product company driven by the ambition to empower travel businesses worldwide. With our SaaS solution, we are impacting how travel companies operate. By digitizing their businesses, automating manual processes and enhancing the entire customer journey, we are strategic partners to our clients, providing them core business solutions.

Our team consists of 100+ people in our offices in Zagreb and Osijek. By joining Lemax, you will have the opportunity to be a part of this ambitious mission and work alongside experts with extensive domain knowledge, but also genuinely good people.

Every successful team is guided by a clear mission and vision, and our Customer Care team is no exception. Our mission is straightforward yet powerful: to provide exceptional client support, ensuring good client relationships and satisfaction through expert guidance and optimal use of our system. Join our dynamic team as a Customer Care Specialist and leverage your skills to ensure the highest level of client satisfaction.

If you could see yourself challenged and driven by this role, we want to hear from you!

Key Responsibilities

• Supporting clients in all their questions and issues in order to ensure the highest level of client satisfaction
• Analyzing, tracking, and prioritizing support tickets in a prompt manner on a daily basis
• Assigning support tickets to relevant team members or resolving them independently through problem analysis, research, and website testing
• Continuous communication with customers from all over the world via email, MS Teams, and telephone
• Close cooperation with all internal teams (IT, Sales, Implementation department) in order to improve both our company’s and our client’s business processes
• Documentation creation and maintenance for Lemax Software users: knowledge base site, user manuals, notifications, customer reports, meeting minutes, how-to guides, etc.
• Share knowledge and mentor team members to enhance overall expertise and performance

Read further to learn more about our Customer Care team.

Who are we looking for?

• 3+ years of work experience in Customer Care/Support roles within IT
• Ability to work full-time and on-site in our Zagreb office
• Proficiency in both Croatian and English languages, with excellent written and spoken English
• Ability to communicate technical terms in a user-friendly language
• Experience and drive for solving customer problems
• Passion for providing exceptional customer support and helping clients
• Advanced interpersonal communication and presentation skills
• Willingness to mentor colleagues and share knowledge
• After successful onboarding, it is expected from each team member to have flexibility for passive duty in the duration of 1 week every 4-5 weeks

Bonus for:

• Relevant experience in a SaaS company
• Experience in the tourism industry

What’s in it for you as a Customer Care Specialist?

• Professional development: Expand your expertise in SaaS, tourism business processes, and customer care. We invest in your knowledge and skills to help you reach your career potential
• Supportive & collaborative team: Work in a positive, team-oriented environment with great colleagues who value collaboration
• Work-life balance: Hybrid work model, fully covered sick leave and flexibility in arranging work-life balance
• Learning & growth: High quality onboarding, feedback culture, internal and external education
• Perks that matter: Gamification rewards (tech gear, dream trips, education funding), free parking, a well-equipped workspace, work remotely or enjoy a vacation in our Šibenik HQ, team-building events 
• Explore our benefits and see how we support our team!

If this description aligns with your professional aspirations and desire to elevate your career within such an environment, we invite you to apply and engage in further dialogue with us!