Apply🔍 SaaS, Hospitality Technology
- 8+ years of experience in SaaS technical support, including 3+ years of experience managing or leading teams in a B2B SaaS customer-facing support team.
- Deep expertise in troubleshooting complex technical issues within hospitality technology or SaaS environments.
- Strong leadership skills, including team management, coaching, and performance optimization.
- Proficiency with tools such as Salesforce, Sentry, Sumo Logic, DataDog, and advanced troubleshooting methodologies.
- Exceptional communication skills, ability to handle escalations, collaborate across teams, and represent Support in cross-functional projects.
- Experience in driving process improvements and fostering a culture of continuous learning and accountability.
- Manage a team of US-based 5–10 Technical Support Specialists, providing coaching, regular performance feedback, and professional development.
- Foster a culture of accountability, learning, and growth to build a high-performing, collaborative, and engaged team.
- Lead team meetings and conduct one-on-ones to discuss goals, performance, and areas for improvement.
- Participate in the recruiting and onboarding of new team members.
- Monitor schedules, queue coverage, workflows, and KPIs to drive operational efficiency.
- Ensure team members maintain schedule adherence and provide high-quality customer support, including timely resolution of escalations.
- Act as the owner of high-severity issues and escalations, overseeing communication and resolution across teams.
- Partner with cross-functional teams (Product, Engineering, and Customer Success) to identify trends, improve processes, and contribute to product enhancements.
- Lead initiatives to improve knowledge base content, incident management workflows, and cross-team collaboration.
- Serve as the primary point of contact for critical escalations, driving resolution by engaging with stakeholders and communicating updates effectively.
- Ensure root cause analysis and follow-up actions are documented and shared for learning and prevention.
- Guide the team through complex technical challenges by fostering a collaborative problem-solving approach in the Swarming Channel, where the case owner engages with other subject matter experts to find solutions to cases.
- Monitor and address the most complex cases, providing strategic input to resolve issues quickly and effectively.
- Oversee the implementation and optimization of AI tools, ensuring alignment with team workflows and goals.
- Drive knowledge creation and maintenance, ensuring team members contribute high-quality documentation and keep resources current.
Posted 11 days ago
Apply