About the position
Responsibilities
• Lead and mentor a team of front-line managers and technical engineers to deliver world-class support.
• Ensure all service level agreements (SLAs) are met or exceeded.
• Drive initiatives to continually improve and maintain high levels of customer satisfaction.
• Work with internal teams to identify and address product issues, contributing to product enhancements and innovations.
• Direct and oversee the implementation of operational policies through subordinate managers.
• Engage with executive management both internally and externally to negotiate and resolve complex issues.
Requirements
• Proven experience in managing high-volume support teams, preferably within the SaaS or hospitality industry.
• Strong track record of leading and developing managers and technical teams.
• Demonstrated ability to handle large, strategic accounts and meet SLA targets consistently.
• Experience working cross-functionally to enhance product performance and address customer needs.
• Strong capabilities in mentoring team members and driving continuous improvement and innovation.
• Excellent negotiation, interpersonal, written, and oral communication skills.
Nice-to-haves
• Experience in the hospitality software or SaaS industry is highly desirable.
• Demonstrated ability to lead and develop managers and teams in a Director-level support role, ideally with 8-10+ years of experience.
• Experience managing support teams that handle large, strategic customers.
• Proven track record of collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations.
• Excellent coaching abilities with experience mentoring early-career professionals considered a plus.
Benefits
• Hybrid Work Environment: Balance between remote work and weekly on-site presence in Austin, TX or Orlando, FL.
• Competitive Compensation: Comprehensive benefits and competitive salary package.
