Summary: Join Host Hotel Systems as a Payments Support Specialist, delivering fast, accurate, and genuinely helpful support while improving processes and the overall payments experience. Highlights: 1. First line of support for all payment-related topics in the Host PMS. 2. Respond to customer queries with clarity, empathy, and confidence. 3. Identify recurring issues and propose fixes for improved support. **Payments Support Specialist Job Description** **Department:** Payments / Customer Support
 **Reporting to:** Payments Manager
 **Working with:** Core Support Team (Host), Product/Tech as needed
 **Type:** Full\-time **Location:** TBD Are you looking for a new career challenge? Are you eager to work in a technological environment with a great team spirit? Then you're looking at the right place! **Host Hotel Systems** is the largest technology provider for the hospitality sector operating in Portugal, with over 1800 clients. At Host, we create customized solutions for businesses of all sizes \- from hotels and hotel chains to pousadas, hostels and short\-term rental apartments. As a **Payments Support Specialist**, you will be the main point of contact for customers with any question or issue related to payments through the Host PMS. You’ll work closely with the Payments Manager and our Core Support Team to deliver fast, accurate, and genuinely helpful support—while spotting patterns, improving processes, and raising the bar on the overall payments support experience. **You will:** * Be the first line of support for all payment\-related topics in the Host PMS (transactions, terminals, payment links, refunds/voids, settlements, chargebacks, reconciliation questions, etc.). * Respond to customer queries with clarity, empathy, and confidence—balancing urgency with accuracy. * Triage, investigate, and resolve tickets end\-to\-end, escalating complex cases to the Payments Manager or technical teams with clean notes and evidence. * Maintain excellent case hygiene: timelines, screenshots/logs, reproduction steps, and customer communications. * Follow (and help improve) support workflows, runbooks, and templates so customers get consistent outcomes and the team operates efficiently. * Identify recurring issues and propose fixes—whether that’s improved documentation, product feedback, training needs, or process changes. * Partner with the Core Support Team to ensure smooth handoffs and a “one team” customer experience. **What we’re looking for** * Strong customer support instincts: you listen well, communicate simply, and keep customers confident even when things are tricky. * Very high attention to detail and a process\-and\-care mindset (you do it right, and you do it consistently). * Comfort working in ticketing tools and structured queues, prioritising well, and managing multiple cases at once. * Payments industry experience (or closely related fintech/payments operations) with familiarity of payments language and common failure modes. * Ability to understand the “why” behind a payment issue and choose the most effective, efficient path to resolution. **Nice to have** * Hospitality tech experience (PMS/POS) or supporting hotel operations. * Experience with acquirer/PSP concepts, card payment flows, chargebacks, 3DS, tokenisation, or reconciliation. **We offer:** * A strategic role with direct impact on company growth. * Real autonomy and proximity to decision‑making. * Salary package appropriate to the function * A demanding, professional, execution‑focused environment. * The opportunity to build and leave a lasting mark * 23 vacation days per year * Benefits package (health insurance, etc.) Ready to take the next step in your career? Send your application to **jobs@hhs.pt** — we’re looking forward to connecting with you! Tipo de oferta: Período Integral Localização do trabalho: Trabalho remoto híbrido em Lisboa