Manager, Customer Support
New
C
CloudbedsHospitality Technology
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 AnalysisCustomer SuccessSaaS
Requirements
- Significant direct experience in hotel or resort operations (e.g., front office, revenue management, F&B).
- 2+ years of experience leading or supervising a customer-facing team.
- Proven ability to set goals, coach performance, and build a collaborative remote culture.
- Strong technical aptitude and learning agility.
- Ability to thrive in a fast-paced, high-change environment.
- Exceptional communication and interpersonal skills.
- Fluent in English and Spanish.
- Ability to work in a remote-first, international team environment.
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.
- Use data to identify and address systemic issues.
- Partner cross-functionally with Product, Engineering, and CS leadership.
- Hire, develop, and retain team members.
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