Director of Customer Support
Core
Lead a global, multi-time-zone customer support organization to transform reactive support into proactive partnership for hoteliers using AI and empathy.
Role type
Senior leadership IC (Director of Customer Support)
Builds
Global support infrastructure and customer experience for a SaaS platform serving 150 countries
Domain
Hospitality technology (PMS) and Customer Support
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Global team leadership, SaaS support operations, hospitality operations experience, AI integration strategy, crisis management, root cause analysis, cross-functional alignment
Preferred skills
Managing managers across regions, customer recovery strategies, advanced degree in Hospitality/Business
Technologies
AI tools for support automation
Responsibilities
Own queue health, answer quality, and team wellbeing; drive first contact resolution and resolution times; translate technical concepts for non-technical customers; lead leaders across regions and cultures
Seniority
Director, strategic leadership & team building
