Director of Customer Support

Job Description

REQUIREMENTS

• 8+ years in customer support or service, including at least 4 years leading teams
• Proven experience leading other leaders (managing managers)
• Experience scaling high-volume support functions through significant organizational change
• Experience leading distributed, global teams across multiple regions
• Bachelor’s degree or equivalent experience in hospitality, business, or technology
• Strong crisis management skills and the ability to translate technical concepts for non-technical customers

Preferred

• Deep hospitality or hospitality-technology experience (understanding property operations and distribution)
• Senior leadership experience managing managers across multiple global regions
• Advanced degree in Hospitality or Business
• Experience establishing customer recovery or “save” motions for at-risk accounts

RESPONSIBILITIES

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response/resolution times, CSAT, and retention
• Transform reactive support into a proactive partnership by deploying AI-assisted support tools that prioritize accuracy and human empathy
• Manage and mentor a distributed team of leaders across multiple regions, languages, and cultures
• Drive team health and morale, rebuilding stability and performance during periods of high pressure or transformation
• Partner cross-functionally with Product, Onboarding, and Account Management to handle escalations and align on operational goals
• Identify and fix root causes of support friction by challenging inefficient processes and implementing scalable solutions

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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