Manager, Customer Support - LATAM

Third-Party Job PostsHospitality Software

Argentina; Chile; Colombia; Latin America; Mexico; PeruFull-TimeManager

Salary not disclosed

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Job Details

Languages: English and Spanish
Experience: 2+ years of experience leading or supervising a customer-facing team

Requirements

Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events).
2+ years of experience leading or supervising a customer-facing team.
Proven ability to set goals, coach performance, and build a collaborative remote culture.
Fluent in English and Spanish.
Strong technical aptitude and learning agility with the ability to pick up new tools quickly.
Ability to thrive in a fast-paced, high-change environment.
Exceptional communication and interpersonal skills for engaging with customers in high-stakes situations.
Ability to lead teams through ambiguity and rapid iteration.

Responsibilities

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.

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