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 through a period of strategic transformation. This is a remote leadership role for someone who has lived hotel operations firsthand and now leads software support teams at scale.

Our client operates across 150 countries, and you will own the complete support experience for their platform users—hoteliers who depend on uptime, accurate answers, and rapid resolution when issues arise. You'll lead approximately 66 support professionals across LATAM, EMEA, and APAC, transforming reactive ticketing into proactive partnership while deploying AI-assisted support with precision and empathy.

Responsibilities

• Lead a global, multi-timezone customer support organization with full accountability for first contact resolution, response times, resolution times, CSAT, and customer retention metrics
• Rebuild team health and morale while moving the metrics that matter—raising resolution rates and driving down ticket times without sacrificing the human experience
• Deploy AI-assisted support strategically, knowing where automation helps and where it creates friction for non-technical hospitality customers
• Handle high-stakes escalations with deep understanding of property operations, distribution systems, and the real-time cost of downtime to a hotel
• Lead other leaders across multiple regions, languages, and cultures with empathy and clear accountability
• Translate complex technical and operational concepts into practical guidance for hoteliers and internal cross-functional teams (Product, Onboarding, Account Management)
• Challenge processes that create unnecessary work; fix root causes by hand before scaling or automating solutions

What We're Looking For

Required:

• 8+ years in customer support or service, including at least 4 years leading teams and experience leading other leaders
• Direct experience leading customer support for a SaaS or software product—you know what it means to own a queue, a ticket, and a CSAT score in a software environment (not solely hotel or travel reservations operations)
• Direct, hands-on hotel or resort operations experience in a guest-facing role such as front desk, guest services, or general management—you understand property operations and distribution because you've lived it on the floor
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Proven track record scaling high-volume support through significant change or transformation
• Excellent crisis management and escalation handling with confident cross-functional alignment
• Experience leading distributed teams across multiple regions, languages, and cultures
• Bias toward fixing root causes rather than patching symptoms

Bonus:

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

How We Work with You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background in both hotel operations and software support leadership. If there's a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly—all communication flows through Get A Job.ai to ensure a professional and confidential process.

Pay

Compensation details will be discussed during the screening process based on experience and location.

Equal Opportunity
Get A Job.ai is committed to inclusive hiring practices. We welcome candidates from all backgrounds and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, veteran status, disability, or other protected characteristics.