Director of Customer Support

About This Opportunity

We are representing a confidential hospitality technology organization seeking a Director of Customer Support to lead their global support function. This is a strategic leadership role for someone who has lived hospitality operations firsthand and now leads software support teams at scale.

Our client is a fully remote, fast-growing SaaS platform serving properties in over 150 countries. They are at a pivotal transformation point—moving from reactive support to proactive partnership while deploying AI-assisted tools that keep the customer experience human. You will own the health of the queue, the quality of every resolution, and the wellbeing of approximately 66 support professionals across LATAM, EMEA, and APAC.

Responsibilities

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention metrics
• Rebuild team health and morale while driving measurable improvements in service delivery during a period of significant transformation
• Apply deep hospitality operations knowledge to escalations and process decisions—understanding property operations, distribution, and the real-time cost of system downtime
• Deploy AI-assisted support strategically, balancing automation with accuracy and human judgment
• Translate complex technical and operational concepts into clear, practical guidance for non-technical customers and internal stakeholders
• Lead and develop other leaders with empathy and accountability across multiple regions, languages, and cultures
• Drive root-cause analysis and process improvement, challenging workflows that create unnecessary friction before automating solutions
• Manage crisis situations and complex escalations with confident cross-functional coordination across Product, Onboarding, and Account Management teams

What We're Looking For

Required:

• 8+ years in customer support or service delivery, with at least 4 years leading teams and experience managing other managers
• Direct experience leading customer support for a SaaS or software product—you understand what it means to own a queue, manage tickets, and drive CSAT in a software environment
• Hands-on hotel or resort operations experience in a guest-facing role (front desk, guest services, general manager, or similar)—you have lived property operations and distribution challenges on the floor, not just observed them
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Proven track record scaling high-volume support functions through significant organizational change or transformation
• Excellent crisis management skills with the ability to align cross-functional teams under pressure
• Experience leading distributed, remote teams across multiple regions, languages, and cultures
• A builder's mindset—you fix processes by hand before scaling them, and you move metrics that matter

Bonus qualifications:

• Senior leadership experience managing managers across multiple global regions
• Advanced degree in Hospitality or Business
• Experience building customer recovery or account save programs for at-risk clients

How We Work with You

When you apply through Get A Job.ai, our talent team will review your background and schedule an initial screening. If there's a strong match, we will submit your profile to our client for consideration. Please do not contact the client organization directly—all communication and coordination will flow through our recruiting team to ensure a smooth, professional process.

Pay

Pay via Get A Job.ai: $180,000 - $190,000 USD annually for US-based candidates. Compensation for Canada-based candidates will be discussed during the screening process.

Equal Opportunity

Get A Job.ai is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability status, or other legally protected characteristics.