CRM Support Intern

RateHawk is part of Emerging Travel Group — a pioneering travel-tech company also known for its two other brands, ZenHotels and Roundtrip, spanning over 220 markets worldwide.

Our mission is to create, distribute, and operate the most convenient travel products. We constantly innovate and break the rules of the highly complex travel industry to make travel more widely available for individuals, more rewarding for professionals, and simpler for everyone.

As a **CRM Support Intern** you will assist the CRM Manager and the Commercial Strategy & Transformation team in ensuring smooth daily operations of the HubSpot CRM platform. This role focuses on providing Level 1 support to employees, maintaining user accounts, and helping improve CRM usability and adoption across the organization.

**Responsibilities**

- User Management: Assist with user onboarding and offboarding processes, including account setup, password resets, permission changes, and updating departmental or geographic assignments.
- Feedback Collection: Gather user feedback and suggestions, document challenges or recurring questions, and share insights with the CRM Manager to support continuous improvement.
- Documentation & Training: Provide helpful guidance and resources to users, maintain up-to-date FAQ and support documentation, and assist in delivering basic training sessions when required.
- Issue Escalation: Identify and escalate more complex technical or system issues (Level 2 support) in a timely manner.
- Support Operations: Keep support tickets updated, maintain accurate records of user interactions, and contribute ideas for improving service quality and user satisfaction.

**Requirements**:
**Key Requirements**

- Preferred Experience (Internships considered). Some experience within customer operations areas such as support, helpdesk, or IT support.
- Technical Knowledge.
- Language Skills. Fluency in the local language and proficiency in English; additional languages are an advantage.
- Personal Skills. Proactive, ambitious, and results-driven, with strong communication and relationship-building abilities. Comfortable with innovative technology and thriving in a fast-paced, evolving business environment.
- International Mindset. Capable of collaborating effectively across different cultural contexts, reflecting ETG’s global presence and diverse team.

**Must have**:

- Familiarity with CRM systems (preferably HubSpot).
- Ability to quickly learn new software and explain it to others.
- Strong written and verbal communication skills.
- Detail-oriented, proactive, and a positive team player.
- Good troubleshooting and problem-solving abilities.

**Nice to have**:

- Customer-focused mindset and desire to help others.
- Ability to follow processes and maintain confidentiality.
- Willingness to learn and contribute to team initiatives.
- Dependable, organized, and responsible in handling support requests.
- Continuous improvement mentality.
- Spanish speaker.

**Benefits**

- Flexible schedules and opportunity to work remotely.
- Ambitious and supportive team who love what they do, appreciate each other, and grow together.
- Internal programs for adaptation and training, development of soft skills, and leadership abilities.
- Partial compensation for participating in external training and conferences.
- Corporate prices on hotels and travel services.
- MyTime Day Off - an extra non-working day without loss of compensation.

**What to Expect**:

- CV Screening
- Recruitment Interview
- Hiring Manager Interview
- Business Case Presentation
- Offer