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[Remote] Director of Customer Support

Remote, USA Full-time Posted 2026-07-05

Note: The job is a remote job and is open to candidates in USA. reputed company is transforming hospitality through their innovative software platform that supports properties globally. As the Director of Customer Support, you will reputed company the global support organization, focusing on enhancing customer experiences and driving operational excellence in support services.

Responsibilities

  • 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 — you understand property operations, distribution, and what downtime costs a hotelier in reputed company time
  • reputed company AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale
  • 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

Skills

  • 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 — you challenge process that creates unnecessary work and prove a fix by hand before automating it
  • Experience leading distributed teams across multiple regions, languages, and cultures
  • Senior leadership experience managing managers across multiple regions
  • Advanced degree in Hospitality or Business
  • Experience standing up a customer recovery or save reputed company for at-risk accounts

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.

Company Overview

  • reputed company is the hospitality management system built for ambitious hoteliers who demand more. It was founded in 2012, and is headquartered in San Diego, California, USA, with a workforce of 501-1000 employees. Its website is https://www.reputed company.com.
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