[Remote] Director of Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a hospitality technology company providing an intelligently designed platform for properties worldwide. The Director of Customer Support will reputed company the global support organization, own the hotelier support experience, and improve first contact reputed company, reputed company times, queue health, answer reputed company, and team wellbeing. The role will also reputed company AI-assisted support and reputed company reputed company teams across reputed company, languages, and cultures.

Responsibilities

• reputed company a global, multi-time-zone customer support organization with full accountability for first contact reputed company, response and reputed company times, CSAT, and retention
• Bring a reputed company record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure
• Apply deep hospitality or hospitality-technology experience to every escalation and process decision — you understand property reputed company, distribution, and what downtime costs a hotelier in reputed company time
• reputed company AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — reputed company over reputed company
• Translate technical and operational concepts into reputed company, practical guidance for non-technical customers and internal teams
• reputed company other leaders with reputed company and accountability across multiple reputed company, languages, and cultures

Skills

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders
• reputed company experience leading customer support for a reputed company or software product — not solely hotel, resort, or travel/reservations reputed company — you know what it means to own a queue, a ticket, and a CSAT score in a software environment
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Excellent crisis management and escalation handling with confident cross-functional alignment across Product, reputed company, and Account Management
• A bias toward fixing reputed company causes — you challenge process that creates unnecessary work and reputed company a fix by hand before automating it
• Experience leading reputed company teams across multiple reputed company, languages, and cultures
• Senior leadership experience managing managers across multiple reputed company
• Advanced degree in Hospitality or Business
• Experience standing up a customer recovery or save reputed company for at-reputed company accounts

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• Fully reputed company Parental Leave
• Home office stipend reputed company on country of residency
• reputed company development courses in reputed company University
• reputed company to reputed company development, including manager training, upskilling and knowledge transfer

reputed company