TravelNet Solutions is looking to solve the problem of providing exceptional customer service across all tiers of technical support for their hospitality industry clients
Requirements
- Hands-on experience with Zendesk is required
- Experience with Jira or similar collaboration and ticketing platforms is preferred
- Familiarity with AI-powered support solutions, automation, and self-service tools is preferred
- Experience supporting or working with Property Management Systems (PMS), preferably Track or similar vacation rental or hospitality platforms, is preferred
- Strong analytical and problem-solving skills, with experience using data and metrics to drive decisions and continuous improvement
- Demonstrated success leading multi-tiered support organizations (Tier 1–3), balancing technical troubleshooting with an exceptional customer experience
- Proven people leader with the ability to coach, mentor, and develop high-performing support teams
Responsibilities
- Lead, mentor, and develop a high-performing team of Support Managers and their respective teams across Tier 1, Tier 2, and Tier 3 support levels
- Define and execute the overall support strategy to enhance customer satisfaction, reduce resolution time, and improve operational efficiency
- Collaborate with cross-functional teams, including Product, Engineering, Customer Success, and Sales, to drive customer-centric initiatives and improve product supportability
- Establish, track, and optimize key performance metrics (e.g., CSAT, NPS, response time, resolution time, backlog management, first-contact resolution)
- Implement best practices, tools, and workflows to enhance efficiency, scalability, and automation within support operations
- Oversee support escalations and ensure timely resolution of complex technical issues
- Drive continuous improvements in self-service resources, knowledge bases, and AI-driven support solutions to enhance customer experience
Other
- 5 to 10 years of progressive experience in technical and customer support leadership, ideally within a SaaS or enterprise software environment
- Customer-first mindset with a proven track record of improving customer satisfaction, retention, and loyalty
- Highly collaborative, with the ability to partner cross-functionally and influence stakeholders at all levels of the organization
- Experience scaling and supporting distributed or global support teams is a plus
- Bachelor's degree or equivalent experience
