Job Description
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.
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