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?

• Working with a highly scalable SaaS product – which is on the trajectory of becoming one of the leading solution for the tourism industry globally
• Work in a team-oriented environment with positive relationships and generally good people
• Professional growth – we care about your knowledge and skills, and we want to support your career potential and aspiration
• Chance to advance your career in the areas of SaaS software development and tourism business processes

Benefits that we offer to the Lemax employees:

• Hybrid model – 10 days per month for working from home
• Fully covered sick leave
• Days off for important life events
• Exchangeable public holidays – exchangeable for another day off within the same month
• Opportunity to either work remotely or enjoy a vacation in our HQ in Šibenik
• Internal and external education, conferences & meetups, office library
• Gamification – earning credits to win rewards for speaking in lectures/conferences, referring employees, writing blogs, or participating in media interviews/articles.
• Budget for team building for every team
• Company team building events
• Workspace healthy perks (standing desks, fresh fruit, beverages, etc.)
• Parking spots
• Baby bonus
• Part-time working hours for mothers during the first month after returning from maternity leave, with a full-time salary
• Possibility of investing in the III pension pillar
• Possibility of sabbatical leave – duration 2 months (after 5 years in the company)

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!

How to apply?

Please send us your CV via the submission form (Apply for this job button below). We will process your application as soon as it arrives.

To learn more about our selection process, time frames, and steps, we invite you to read our blog post on this topic.

Application deadline: Open until filled.