Director Of Customer Support (Hospitality)

TL;DR

Director of Customer Support (Hospitality): Leading a global support organization to transform reactive service into proactive partnership with an accent on AI-assisted support and operational excellence. Focus on scaling high-volume support functions, managing distributed leadership teams, and driving key metrics like CSAT and resolution times while maintaining a human-centric customer experience.

Location: Must be based in North America

Compensation: $140,000–$180,000+ USD annually

Company

hirify.global is a leading provider of hotel management software, powering properties in over 150 countries with an AI-driven, unified platform.

What you will do

• Lead and scale a global, multi-time-zone customer support organization.
• Transform support operations from reactive to proactive partnership using AI-assisted tools.
• Own critical performance metrics including first contact resolution, response times, and CSAT.
• Manage and mentor a distributed team of leaders across multiple regions and cultures.
• Drive crisis management and cross-functional alignment with Product, Onboarding, and Account Management teams.
• Identify and fix root causes of support issues to reduce unnecessary manual work.

Requirements

• 8+ years of experience in customer support or service, with at least 4 years in a leadership role managing other leaders.
• Deep experience in the hospitality or hospitality-technology industry.
• Proven track record of scaling high-volume support functions through significant organizational change.
• Strong ability to translate technical concepts into practical guidance for non-technical stakeholders.
• Experience leading distributed teams across diverse regions and cultures.
• Bachelor’s degree or equivalent professional experience in business, hospitality, or technology.

Nice to have

• Advanced degree in Hospitality or Business.
• Experience standing up customer recovery or save motions for at-risk accounts.

Culture & Benefits

• Remote-first work environment.
• Monthly Wellness Fridays for extended weekends.
• Full paid parental leave.
• Home office stipend based on country of residency.
• Access to professional development through hirify.global University and manager training.