Responsibilities

• Lead and mentor a team of Customer Support Leads, ensuring they deliver exceptional service to our hotel clients.
• Develop and implement strategies to enhance the effectiveness of the support team, focusing on continuous improvement and customer satisfaction.
• Handle escalated customer inquiries and issues with a focus on resolution and relationship building.
• Utilize your expertise in hotel operations to provide insights during coaching sessions and process improvement discussions.
• Collaborate with cross-functional teams to align support initiatives with company objectives and enhance product offerings.
• Monitor team performance metrics and provide actionable feedback to foster a high-performing team environment.
• Stay updated with industry trends and emerging technologies to ensure our support services remain at the forefront of innovation.

Requirements

• Proven experience in a customer support management role, preferably within the hospitality sector.
• Strong understanding of hotel operations and the challenges faced by hoteliers.
• Exceptional leadership and coaching skills, with a track record of developing high-performing teams.
• Excellent communication and interpersonal skills to effectively engage with customers and team members.
• Ability to analyze data, identify trends, and make informed decisions to improve service delivery.
• Proficient in using customer support software and tools, as well as a solid understanding of remote work dynamics.
• Fluency in English is required; additional language skills are a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible working hours and fully remote work options to support work-life balance.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Opportunities for professional development and growth within a rapidly expanding company.
• Access to a global team of innovative professionals and a collaborative work environment.
• Generous paid time off and holidays to ensure time for rest and rejuvenation.