Manager, Customer Support - LATAM

TL;DR

Manager, Customer Support - LATAM (Customer Support): Lead, coach, and develop a LATAM customer support team for hospitality customers, owning escalations and driving resolution with urgency and empathy. Focus on support metrics (CSAT, NPS, SLA adherence, First Contact Resolution), structural fixes using ticket trends, and cross-functional collaboration with Product and Engineering to improve service quality at scale.

Location: Latin America

Company

hirify.global builds a hospitality software platform that helps properties manage operations and bookings globally.

What you will do

• Lead, coach, and develop a team of Customer Support Leads with clear goals and regular 1:1s.
• Act as the primary escalation point for complex customer issues using hotel operations knowledge.
• Own and improve support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution; report trends to senior leadership.
• Drive a customer-ownership culture, including direct phone support when needed to resolve issues.
• Use hirify.global AI tools to improve team efficiency and support workflows.
• Analyze customer feedback and ticket trends to identify systemic issues and partner cross-functionally to improve service quality.

Requirements

• Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events) — required.
• 2+ years of experience leading or supervising a customer-facing team, including goal setting and coaching performance.
• Strong technical aptitude and learning agility to troubleshoot independently as tools and processes evolve.
• Exceptional communication and interpersonal skills for high-stakes escalations with customers.
• English: Fluent
• Spanish: Fluent (required)

Nice to have

• Portuguese fluency.
• Experience with mid-market or multi-property hospitality (management companies, branded clusters, ownership groups, resort operations).
• Experience building AI solutions/agents to improve customer service efficiency and quality.

Culture & Benefits

• Remote-first culture: Remote First, Remote Always.
• PTO aligned with local labor requirements.
• Monthly Wellness Fridays and fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development via hirify.global University, including manager training and upskilling.

Hiring process

• Interviews focused on customer support leadership, escalation handling, and hospitality operations experience.
• Evaluation of communication skills and ability to drive metrics and structural improvements.