Manager, Customer Support

About the role

This is a senior leadership position within a fast‑paced hospitality technology company. You will be responsible for guiding a team of Customer Support Leads to deliver high‑quality service to thousands of properties worldwide, while acting as the escalation point for critical issues.

Key responsibilities

• Lead, coach and develop Customer Support Leads through regular 1:1s, performance reviews and continuous feedback.
• Serve as the primary escalation point for complex, high‑impact customer issues, applying hospitality operations expertise.
• Monitor and improve key support metrics such as CSAT, NPS, SLA adherence and First Contact Resolution.
• Drive a culture of ownership by directly engaging with customers when urgent resolution is needed.
• Analyze ticket data and customer feedback to identify root causes and implement systemic improvements.
• Collaborate with Product, Engineering and Customer Support leadership to influence platform and process enhancements.
• Leverage AI‑powered tools to increase team efficiency and optimize support operations.
• Participate in hiring, onboarding and retention initiatives to build a high‑performing team.

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 leading or supervising a customer‑facing or support team.
• Strong understanding of customer support metrics and operational performance management.
• High technical aptitude with the ability to quickly learn new tools and systems.
• Experience thriving in fast‑paced, high‑change environments.
• Excellent communication and interpersonal skills, comfortable handling escalations under pressure.
• Fluent in English and Spanish (mandatory); Portuguese is a strong plus.

Required skills