Customer Support

Job Description

Responsibilities

As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder’s role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for:
• The health of the queue
• The quality of every answer
• The wellbeing of the people who deliver it

Your goals will include raising first contact resolution and driving down resolution times while keeping the customer experience human.

Qualifications
• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders
• Bachelor’s degree or equivalent experience in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Excellent crisis management and escalation handling with confident cross-functional alignment across Product, Onboarding, and Account Management
• A bias toward fixing root causes
• Experience leading distributed teams across multiple regions, languages, and cultures

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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