Director, Global Customer Support - Austin, TX or Orlando, FL

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. Apply tot his job Apply To this Job