Customer Service Specialist

Worcester, UK · Office-based · Full-time

At Duetto, our customers are everything — and this role sits right at the heart of how we serve them. As a Customer Service Specialist, you’ll be the person our hotel, resort, and casino clients turn to when they need support, answers, and results. You’ll combine technical know-how with genuine care for the customer experience, keeping things running smoothly across accounts and making sure every interaction leaves clients feeling looked after.

What makes us different?

Duetto is the hospitality industry’s leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world’s first Revenue & Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability.

Trusted by clients ranging from independent boutique hotels to global chains, we’ve been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we’re accelerating our investment in AI — and we’re genuinely passionate about the industry we serve. We build products we’re proud of, for customers we care about.

What you’ll be doing

• Manage regional support communications across multiple channels, ensuring every client gets a responsive, seamless experience.
• Handle customer requests and technical queries efficiently and in line with our Service Level Agreements — because timely support is the foundation of trust.
• Own the onboarding process for new customers: configuring user accounts, competitive sets, and complex hierarchies to get them up and running smoothly.
• Log and track all customer interactions and technical issues in HubSpot, keeping account histories accurate and actionable.
• Dig into ticket volume and trend data to generate reports that surface insights for the product and support teams.
• Support billing accuracy by producing precise exports and usage counts, and assist with invoicing and subscription renewals.
• Apply your Excel and data analysis skills to resolve client queries around hotel operations and P&L statements.

What we’re looking for

You may be a great fit if you have:

• 2+ years in a customer-facing or technical support role.
• Strong Excel skills and confidence working with data.
• Clear, professional communication — written and verbal — and a natural ability to put clients at ease.

Strong candidates may also have:

• Experience in hospitality technology or a working knowledge of hotel operations.
• Familiarity with P&L statements and the Uniform System of Accounts for the Lodging Industry (USALI).
• Experience using HubSpot or a similar CRM for ticket and account management.

Why Duetto?

• Hospitality is in our DNA — we genuinely care about the industry we serve, and that warmth runs through everything we do. You’ll feel it from day one.
• A role with real impact — your work directly shapes how clients experience Duetto. When you get it right, customers notice.
• AI is how we work — we’re investing in tools and ways of working that make everyone more effective, and you’ll be part of that journey.
• A team that supports you — you’ll report into the Customer Service Manager and be part of a Customer Success team that collaborates closely and shares knowledge generously.
• Come as you are — we celebrate diversity and build an environment where everyone can do their best work.

The details

Location: Worcester, UK

Work model: Office-based

Reports to: Customer Service Manager

Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Sound like you?

We’d love to hear from you — even if you don’t tick every box. Diverse perspectives and non-traditional paths make our team stronger. Apply and let’s talk.