Customer Support Manager – Hospitality Technology

About the role

This is a senior leadership position within a fast‑paced hospitality technology company. You will be responsible for guiding a team of Customer Support Leads to deliver high‑quality service to thousands of properties worldwide.

Key responsibilities

• Lead, coach and develop Customer Support Leads through regular 1:1s, performance reviews and continuous feedback.
• Act as the primary escalation point for complex, high‑impact customer issues, applying hospitality operations expertise.
• Monitor and improve support metrics such as CSAT, NPS, SLA adherence and First Contact Resolution.
• Use customer feedback and ticket data to identify root causes and implement systemic improvements.
• Collaborate with Product, Engineering and Customer Success leadership to drive platform and process enhancements.
• Leverage AI‑powered tools to increase team efficiency and optimise support operations.
• Participate in hiring, onboarding and retention initiatives for a high‑performing support team.

Required profile

• Significant hands‑on experience in hotel or resort operations (front office, property management, revenue management, F&B or events).
• At least 2 years of experience leading or supervising a customer‑facing or support team.
• Strong understanding of support metrics and operational performance management.
• High technical aptitude and ability to quickly learn new tools and systems.
• Excellent communication skills, comfortable handling escalations under pressure.
• Fluent in English and Spanish; Portuguese is a plus.

Required skills

What we offer

• Remote, international work environment focused on ownership and continuous improvement.
• Opportunity to shape customer experience for a global hospitality technology platform.