Responsibilities

• Lead and mentor a team of Customer Support Leads, ensuring exceptional service delivery to hoteliers across the APAC region.
• Utilize your extensive knowledge of hotel operations to address customer inquiries and resolve issues effectively.
• Implement coaching strategies to enhance team performance and improve customer satisfaction.
• Analyze support metrics and customer feedback to identify trends, ensuring continuous improvement in support processes.
• Collaborate with product and engineering teams to communicate customer needs, driving enhancements to our platform.
• Conduct regular training sessions to keep the team updated on product features and industry best practices.
• Manage escalated customer issues, providing timely resolutions and maintaining strong relationships with key accounts.
• Participate in setting strategic goals for the customer support team and align them with overall company objectives.

Requirements

• Proven experience in customer support or account management, preferably within the hospitality industry.
• Strong leadership skills with the ability to inspire and motivate a remote team.
• Exceptional problem-solving abilities and a customer-first mindset.
• Excellent communication skills, both verbal and written, with proficiency in English.
• Experience with customer support tools and CRM software.
• Ability to work effectively in a fast-paced, dynamic environment.
• Familiarity with hotel management systems and technology solutions is a plus.
• A degree in business, hospitality management, or a related field is preferred.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work environment, allowing for a flexible work-life balance.
• Opportunity to work with a diverse and global team of innovators.
• Comprehensive health benefits and wellness programs.
• Career growth opportunities within a rapidly expanding company.
• Access to ongoing training and professional development resources.
• Work in an inclusive culture that values diversity and collaboration.