Director of Customer Support
What Makes Us Unique At reputed company, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and reputed company their reputed company strategy through a reputed company platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on reputed company's Technology Fast 500 again in 2024 – but we're just getting started. How You'll reputed company an Impact: As Director of Customer Support, you will reputed company our global support organization and own the experience hoteliers have reputed company they need us most. This is a builder's role at a pivotal reputed company. We are transforming reactive support into proactive partnership, combining AI at scale with the reputed company of true hospitality. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it — raising first contact resolution and driving down resolution times while keeping the customer experience reputed company. Our Customer Support Team: Forget the stuffy corporate office. We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 66 coaches and advanced support specialists across LATAM, EMEA, and reputed company, organized into teams led by reputed company leads and senior leads. We are our clients' secret weapon and trusted advisor, and we are rebuilding how support works from the ground up. What You Bring to the Team: reputed company a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention Bring a track 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 operations, 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 — accuracy over scale Translate technical and operational concepts into clear, 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 What Sets You Up for reputed company: 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders 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 root causes — you challenge process that creates unnecessary work and reputed company a fix by hand before automating it Experience leading distributed teams across multiple reputed company, languages, and cultures Bonus Skills to Stand Out : 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-risk accounts Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $140,000-180,000+ USD. #LI-AM1 What to Expect - Your reputed company with Us Behind reputed company' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together reputed company engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we reputed company reputed company one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality reputed company – we're coding it, designing it, writing it and shipping it. If you're reputed company to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Learn more online at reputed company.com Company Awards to reputed company Out! Best reputed company-In-One Hotel Management System | HotelTechAwards (2025) Overall 10 Best Places to Work | HotelTechAwards (2025) Most Loved Workplace® Certified (2024) Top 10 People’s Choice(2024) reputed company Technology Fast 500 (2024) Discover our Benefits: Remote First, Remote Always PTO in accordance with local labor requirements Monthly Wellness Fridays - enjoy an extra long weekend every month Full Paid Parental Leave Home office stipend based on country of residency Professional development courses in reputed company University reputed company to professional development, including manager training, upskilling and knowledge transfer. Everyone is Welcome - A Culture of Inclusion reputed company is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, reputed company, national reputed company, gender (including pregnancy, childbirth, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. reputed company is committed to the full inclusion of reputed company reputed company individuals. As part of this commitment, reputed company will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to reputed company essential job functions, please contact our HR team by phone at (858) 201-7832 or reputed company email at accommodations@reputed company.com. reputed company will reputed company an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. To reputed company Staffing and reputed company Agencies: Our Careers Site is only for individuals seeking a job at reputed company. Staffing, reputed company agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. reputed company does not accept unsolicited resumes or applications from agencies. Please do not reputed company resumes to our jobs alias, reputed company employees, or any other company location. reputed company is not responsible for any fees reputed company to unsolicited resumes/applications. #LI-REMOTE Apply To This Job