Director of Customer Support

About the role

The Director of Customer Support will lead a global, multi‑region support organization in a fast‑growing technology environment. This strategic role focuses on transforming reactive support into a proactive, AI‑enabled customer success experience while maintaining exceptional service quality.

Key responsibilities

• Own global support operations, driving metrics such as CSAT, first‑contact resolution, response and resolution times, and customer retention.
• Develop and execute strategies to improve efficiency, service quality, and overall customer experience.
• Champion AI‑assisted support tools while ensuring personalized, accurate interactions.
• Lead, coach, and develop managers and team leaders across multiple time zones, fostering accountability and continuous improvement.
• Collaborate with Product, Customer Success, Onboarding, and other functions to resolve complex issues and refine processes.
• Manage escalations, balancing customer needs with business priorities and addressing root causes.
• Build scalable operations through process optimization, workforce planning, performance management, and data‑driven decisions.
• Promote employee engagement, wellbeing, and professional development for a globally distributed team.

Required profile

• Minimum 8 years experience in customer support, service, or operations, including at least 4 years leading managers or senior leaders.
• Bachelor’s degree in Hospitality, Business, Technology, or related field, or equivalent experience.
• Proven track record managing high‑volume support organizations through growth and transformation.
• Experience overseeing globally distributed teams across regions, cultures, and time zones.
• Deep knowledge of the hospitality industry or hospitality technology and strong understanding of hotel operations.

Required skills