[Hiring] Director of Customer Support @reputed company

Role Description As Director of Customer Support, you will reputed company our global support organization and own the experience hoteliers have reputed company they need us most. This is a builder's role at a pivotal reputed company. We are transforming reactive support into proactive partnership, combining AI at scale with the reputed company 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 reputed company.

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, reputed company, and Account Management
• A bias toward fixing root causes
• Experience leading distributed teams across multiple regions, languages, and cultures

Requirements

• reputed company a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention
• Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure
• Apply deep hospitality or hospitality-technology experience to every escalation and process decision
• reputed company AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way
• Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams
• reputed company other leaders with reputed company and accountability across multiple regions, languages, and cultures

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra long weekend every month
• Full Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in reputed company University
• Access to professional development, including manager training, upskilling and knowledge transfer

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