Manager, Customer Support (APAC)

TL;DR

Customer Support Manager (APAC): Leading and developing a remote team of support leads to deliver exceptional service to hoteliers with an accent on operational excellence and customer satisfaction. Focus on driving key support metrics, leveraging AI tools for efficiency, and resolving complex escalations using firsthand hospitality experience.

Location: Must be based in Australia or New Zealand

Company

hirify.global is a leading provider of hotel management software, transforming the hospitality industry with an AI-powered, unified platform used by properties in over 150 countries.

What you will do

• Lead, coach, and develop a team of Customer Support Leads to foster growth and high performance.
• Act as the primary escalation point for complex customer issues, utilizing deep hotel operations knowledge.
• Own and drive key support metrics including CSAT, NPS, and SLA adherence.
• Partner cross-functionally with Product and Engineering teams to improve service quality at scale.
• Leverage AI tools to enhance team efficiency and structural problem-solving.
• Hire and retain top talent through honest coaching and meaningful feedback.

Requirements

• Must have significant direct experience in hotel or resort operations (front office, revenue management, etc.).
• 2+ years of experience leading or supervising a customer-facing team.
• Fluent in English and Spanish is required.
• Strong technical aptitude and ability to thrive in a fast-paced, evolving environment.
• Proven ability to build a collaborative remote culture.

Nice to have

• Experience with mid-market or multi-property hospitality management.
• Experience creating AI-driven solutions to improve customer service efficiency.
• Fluency in Portuguese.

Culture & Benefits

• Remote-first work environment.
• Monthly Wellness Fridays for an extra-long weekend every month.
• Fully paid parental leave.
• Home office stipend based on country of residency.
• Access to professional development through hirify.global University and manager training.