Manager, Customer Support – LATAM

About This Opportunity

Our talent team at Get A Job.ai is representing a fast-growing hospitality technology company serving properties across the Americas and beyond. We're seeking a Manager, Customer Support – LATAM to lead a distributed team of support professionals who provide critical service to hoteliers relying on modern property management solutions.

This is a remote leadership role for someone who has walked the walk in hotel operations and knows firsthand what's at stake when technology fails at a property. You'll coach a team of Customer Support Leads, handle escalations personally when needed, and drive the metrics and culture that define world-class support.

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads through regular 1:1s, goal-setting, and performance management
• Serve as the primary escalation point for complex customer issues, leveraging your hotel operations background to understand business impact and drive resolution with urgency
• Own key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution; surface trends and opportunities to senior leadership
• Foster a culture of ownership where team members proactively resolve issues—including picking up the phone when that's what it takes
• Use AI tools and customer feedback data to identify systemic issues and implement structural improvements
• Partner cross-functionally with Product, Engineering, and Customer Success to surface customer patterns and contribute to service quality initiatives
• Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth

What We're Looking For

Required:

• Significant direct experience in hotel or resort operations—front office, property management, revenue management, F&B, or events at an independent, managed, or branded property (this is a firm requirement)
• 2+ years leading or supervising a customer-facing team, with proven ability to coach performance and build collaborative remote culture
• Strong technical aptitude and learning agility—you troubleshoot independently and thrive in fast-evolving technology environments
• Comfort operating in a fast-paced, high-change environment with ambiguity and rapid iteration
• Exceptional communication and interpersonal skills, including the ability to engage customers in high-stakes or escalated situations
• Fluent in English and Spanish (Spanish fluency is required)

Bonus:

• Portuguese fluency (may be a deciding factor between comparable candidates)
• Experience with mid-market or multi-property hospitality—management companies, branded clusters, ownership groups, or resort operations
• Experience creating AI-powered solutions or agents to improve efficiency and quality of customer service

How We Work with You

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

Pay

Compensation details will be discussed during the screening process and are competitive within the LATAM market for this leadership role.

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