Manager, Customer Support - LATAM
New
C
CloudbedsHospitality Software
Latin AmericaFull-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
- Required Skills
- Data AnalysisTroubleshooting
Requirements
- Significant direct experience in hotel or resort operations (e.g., 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.
- Strong technical aptitude and ability to troubleshoot independently.
- Ability to thrive in a fast-paced, high-change, and ambiguous environment.
- Exceptional communication and interpersonal skills.
- Fluent in English and Spanish.
- Portuguese fluency is a strong plus.
Responsibilities
- Lead, coach, and develop a team of Customer Support Leads through goal setting and regular 1:1s.
- Serve as the primary escalation point for complex customer issues, leveraging hotel operations expertise.
- Manage and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.
- Analyze customer feedback and ticket data to identify trends and implement structural process improvements.
- Collaborate with Product, Engineering, and CS leadership to improve service quality at scale.
- Hire, develop, and retain team members through coaching and performance management.
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