- Lead, coach, and develop a team of Customer Support Leads by setting clear goals and conducting regular 1:1s.
- Act as the primary escalation point for complex customer issues, utilizing hotel operations background to drive resolution.
- Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.
- Leverage AI tools to improve team efficiency and contribute to initiatives that improve service quality at scale.
- Identify structural issues using customer feedback and ticket trend data to implement lasting improvements.
- Hire, develop, and retain team members through honest coaching and genuine investment in their growth.