Manager, Customer Support – ANZ

About This Opportunity

Our talent team is representing a confidential hospitality technology company serving properties across the globe. We're seeking a Manager, Customer Support to lead a team in the ANZ region. This is a remote role for someone who brings real hotel operations experience and a hands-on leadership style to building exceptional customer support outcomes.

You'll coach and develop a team of support professionals who serve hoteliers relying on mission-critical technology. This role requires someone who isn't afraid to pick up the phone and solve problems directly, who leads by example, and who understands the real business impact when property technology isn't working.

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads through regular 1:1s, clear goal-setting, and creating an environment where people grow and excel
• Serve as primary escalation point for complex customer issues, leveraging your hotel operations background to drive resolution with urgency and empathy
• Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership
• Champion a culture of ownership where the team takes initiative and customers feel the difference in every interaction
• Use customer feedback and ticket trend data to identify systemic issues and implement structural fixes rather than one-off solutions
• Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale
• Leverage AI tools to improve team efficiency and help your team work smarter
• Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth

What We're Looking For

Required qualifications:

• Significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property (this is a firm requirement)
• 2+ years of experience leading or supervising a customer-facing team, with proven ability to set goals, coach performance, and build a collaborative remote culture
• Strong technical aptitude and learning agility — you pick up new tools quickly, troubleshoot independently, and thrive where technology and processes constantly evolve
• Ability to thrive in a fast-paced, high-change environment and lead your team through ambiguity and rapid iteration
• Exceptional communication and interpersonal skills, comfortable engaging directly with customers at all levels including in high-stakes or escalated situations
• English fluency required

Bonus qualifications:

• Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations
• Created solutions and agents using AI to improve efficiency and quality of customer service

How We Work With You

When you apply through Get A Job.ai, a member of our recruiting team will review your background and conduct an initial screen. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly — we manage all coordination and feedback throughout the hiring process to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed during the screening process and are competitive with the market for this level of experience and responsibility.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and provide reasonable accommodations throughout our recruiting process.