Customer Support Manager (Remote)

About the role

This is an exciting opportunity for an experienced hospitality professional to lead a high‑performing remote customer support team. You will shape the customer experience for hotels and hospitality businesses operating across global markets, combining operational expertise with strong leadership.

Key responsibilities

• Lead, mentor and develop a team of Customer Support Leads in a fully remote environment.
• Act as the primary escalation point for complex support cases, ensuring timely and empathetic resolution.
• Monitor and improve support metrics such as CSAT, NPS, SLA compliance and First Contact Resolution.
• Identify recurring customer pain points and implement scalable process improvements.
• Collaborate with Product, Engineering and Customer Success teams to enhance platform usability.
• Support hiring, onboarding, coaching and retention initiatives for the support organization.
• Leverage AI‑driven tools and support technologies to boost productivity.

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 managing or supervising customer‑facing teams, preferably remote.
• Strong leadership, coaching and communication skills.
• Fluent in English and Spanish; Portuguese is a strong advantage.
• Ability to thrive in a fast‑changing, technology‑focused environment.

Required skills

What we offer

• Fully remote work with flexible international collaboration.
• Competitive compensation aligned with experience and location.
• Paid time off in accordance with local regulations.
• Monthly wellness day.