Responsibilities

• Lead and develop a team of Customer Support Leads focused on providing outstanding assistance to our hotel clients.
• Utilize your knowledge of hotel operations to address escalations and guide your team through complex issues.
• Implement and refine customer support processes to enhance service delivery and improve customer satisfaction.
• Train and coach team members to foster a culture of continuous improvement and high performance.
• Collaborate with other departments to ensure that customer feedback is communicated effectively and integrated into product development.
• Monitor team performance metrics and report on progress towards departmental goals.
• Assist in developing training materials and resources to improve team's knowledge and efficiency.
• Act as a liaison between clients and various internal teams to resolve issues and ensure seamless service.

Requirements

• Proven experience in customer support or hotel operations management.
• Strong leadership and team management skills, with the ability to motivate and develop a remote team.
• Exceptional communication skills, both written and verbal, in English and Spanish.
• Experience in using customer support software and tools.
• Ability to analyze data and make informed decisions based on performance metrics.
• Understanding of the hospitality industry and the challenges faced by hoteliers.
• Familiarity with CRM systems and customer support best practices.
• Self-motivated and able to work in a remote environment.

Benefits

• Competitive salary and performance bonuses.
• Flexible remote work environment with a globally distributed team.
• Access to professional development opportunities and training programs.
• Health insurance and wellness benefits.
• Generous paid time off policy, including holidays and sick leave.
• Collaborative and inclusive company culture focused on innovation and growth.
• Opportunity to be part of a leading company recognized for its excellence in hospitality technology.