Manager, Customer Support
New
Customer Support Manager for EuropeFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English, Spanish
- Experience
- 2+ years of experience leading or supervising a customer-facing team
- Required Skills
- Data AnalysisSaaS
Requirements
- Significant direct experience in hotel or resort operations (front office, revenue management, etc.)
- 2+ years of experience leading or supervising a customer-facing team
- Proven ability to set goals, coach performance, and build culture
- Strong technical aptitude and ability to learn new tools quickly
- Thrive in a fast-paced, high-change environment
- Exceptional communication and interpersonal skills
- Fluent in English
- Fluent in Spanish
- Ability to troubleshoot independently
Responsibilities
- Lead, coach, and develop a team of Customer Support Leads
- Act as the primary escalation point for complex customer issues
- Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution
- Champion a culture of ownership and high-quality customer service
- Leverage AI tools to improve team efficiency
- Analyze ticket trend data to identify and implement structural improvements
- Partner cross-functionally with Product and Engineering teams
- Hire, develop, and retain team members through coaching
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