Manager, Customer Support (Hospitality)

TL;DR

Manager, Customer Support (Hospitality): Leading and coaching a team of Customer Support Leads to deliver exceptional support for hoteliers with an accent on escalation management and operational excellence. Focus on driving key metrics like CSAT and NPS while implementing AI-powered efficiency improvements.

Location: Remote (Must be based in Europe)

Company

hirify.global is a leading hotel management system (PMS) provider that powers properties across 150 countries through an intelligently designed unified platform.

What you will do

• Lead, coach, and develop a team of Customer Support Leads through regular 1:1s and clear goal setting.
• Act as the primary escalation point for complex customer issues, applying hotel operations expertise to drive urgent resolutions.
• Own and drive key support metrics, including CSAT, NPS, SLA adherence, and First Contact Resolution.
• Leverage AI tools to improve team efficiency and identify structural fixes based on ticket trend data.
• Partner cross-functionally with Product and Engineering leadership to improve service quality at scale.
• Manage the full talent lifecycle, including hiring, developing, and retaining high-performing team members.

Requirements

• Significant direct experience in hotel or resort operations (front office, revenue management, F&B, or events) is a firm requirement.
• Must be based in Europe.
• 2+ years of experience leading or supervising customer-facing teams in a remote culture.
• Fluency in English and Spanish is required.
• Strong technical aptitude and ability to troubleshoot independently in a fast-paced environment.
• Ability to lead teams through ambiguity and rapid iteration.

Nice to have

• Experience with mid-market or multi-property hospitality, such as management companies or resort operations.
• Prior experience in customer support or success roles within a SaaS or hospitality technology environment.
• Fluency in Portuguese.

Culture & Benefits

• Remote-first work environment ("Remote First, Remote Always").
• Monthly Wellness Fridays for extended weekends.
• Full paid parental leave and PTO according to local labor requirements.
• Home office stipend based on country of residency.
• Access to professional development via hirify.global University and manager training.