TravelNet Solutions
Director of Software Support
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Job Description
- Req#: 410
Employer Industry: Hospitality Technology Solutions
Why consider this job opportunity:
- Salary range from $100,000 to $120,000, with eligibility for an additional 20% annual incentive based on company performance
- Full medical, dental, and vision coverage
- Flexible Paid Time Off and unlimited access to professional training and development
- Health Savings Account with up to a $2,000 annual match and up to $900 in annual Wellness Rewards
- Opportunity to work in a fast-paced, innovative environment that values collaboration and professional growth
- Be part of a team that is reshaping the hospitality industry through technology and service innovation
What to Expect (Job Responsibilities):
- Lead, mentor, and develop a high-performing team of Support Managers across Tier 1, Tier 2, and Tier 3 support levels
- Define and execute the overall support strategy to enhance customer satisfaction and improve operational efficiency
- Foster a culture of continuous improvement and customer advocacy within the support organization
- Establish, track, and optimize key performance metrics related to customer support
- Act as a senior escalation point for critical customer issues and advocate for customer needs to internal teams
What is Required (Qualifications):
- 5 to 10 years of progressive experience in technical or customer support leadership, ideally within a SaaS or enterprise software environment
- Proven success leading multi-tiered support organizations, balancing technical troubleshooting with an exceptional customer experience
- Strong analytical and problem-solving skills, with experience using data and metrics to drive decisions
- Hands-on experience with Zendesk; familiarity with AI-powered support solutions is preferred
- Customer-first mindset with a proven track record of improving customer satisfaction and retention
How to Stand Out (Preferred Qualifications):
- Experience supporting or working with Property Management Systems (PMS), preferably Track or similar platforms
- Experience with Jira or similar collaboration and ticketing platforms
- Experience scaling and supporting distributed or global support teams
#HospitalityTechnology #CustomerSupport #Leadership #CareerOpportunity #TechInnovation
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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.About the company
TravelNet Solutions is transforming the way hospitality works. Providing cloud software and solutions for hotels, resorts, and vacation rentals.
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