Responsibilities

• Lead and manage the global customer support team to ensure exceptional service delivery to hoteliers.
• Transform the customer support model from reactive to proactive, leveraging AI to enhance user experience.
• Monitor and improve the health of the support queue, ensuring timely and effective resolutions for all customer inquiries.
• Develop and implement training programs to enhance team skills and knowledge in hospitality solutions.
• Establish metrics and KPIs to measure support effectiveness and drive continuous improvement.
• Foster a culture of empathy and customer-centricity within the team to create lasting partnerships with hotel clients.
• Collaborate with product and engineering teams to provide valuable customer feedback and influence product development.
• Communicate regularly with senior leadership on team performance, challenges, and opportunities for improvement.

Requirements

• Proven experience in a customer support leadership role, ideally within the hospitality or software industry.
• Strong understanding of customer support best practices and the ability to implement innovative solutions.
• Exceptional communication skills, with the ability to engage and inspire a remote team.
• Experience with AI technologies and how they can enhance customer service is highly desirable.
• Demonstrated ability to analyze data and derive actionable insights to improve service delivery.
• A passion for hospitality and a commitment to creating a positive customer experience.
• Ability to thrive in a fast-paced, evolving environment and manage multiple priorities.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work environment, allowing flexibility and work-life balance.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• Collaborative and inclusive company culture that values innovation and creativity.
• Access to cutting-edge tools and technologies to support your work.
• Join a diverse team of professionals dedicated to transforming the hospitality industry.