Manager, Customer Support
New
T
Third-Party Job PostsHospitality Technology
Location: SpainFull-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
- Cross-functional collaborationSaaS
Requirements
- Significant direct experience in hotel or resort operations at a quality independent, managed, or branded property.
- 2+ years of experience leading or supervising a customer-facing team.
- Demonstrated ability to set goals, coach performance, and build a collaborative remote culture.
- Strong technical aptitude and learning agility.
- Thrive in a fast-paced, high-change environment.
- Exceptional communication and interpersonal skills.
- Fluent in English and Spanish.
- Ownership mentality.
Responsibilities
- Lead, coach, and develop a team of Customer Support Leads.
- Act as the primary escalation point for complex customer issues.
- Drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.
- Champion a culture of ownership and customer-centric service.
- Leverage AI tools to improve team efficiency.
- Analyze customer feedback and ticket data to identify and fix structural issues.
- Partner cross-functionally with Product, Engineering, and CS leadership.
- Manage hiring, development, and retention of team members.
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