Technical Support Manager - 100% REMOTE

About Hostaway:

Hostaway is a fast-growing, heavily backed startup that provides a leading software solution for vacation rental property managers and owners. Our comprehensive platform simplifies the management, marketing, and optimization of vacation rental properties. As we continue to expand, we're seeking an experienced Manager of Technical Support to join our dynamic team.

Job Description:

As a Manager of Technical Support, you'll be responsible for leading and nurturing our customer support team, ensuring our users receive top-quality, timely assistance. This role is integral to maintaining our company value that 'our customers' success is our success'. You'll be a key player in driving customer satisfaction and helping us scale our support operations as our customer base grows. This role reports directly to our Sr. Manager of Technical Support.

Responsibilities:

Lead and Manage your segment of our Support Team: Oversee day-to-day support operations, promote the support team members career growth, and assist in resolving escalated customer issues.

Team Development: Assist with recruiting and onboarding of new team members. Provide ongoing coaching and professional development opportunities to drive team performance and growth.

Customer Satisfaction: Monitor and manage all customer support interactions, ensuring our customers receive fast, accurate, and friendly assistance.

Process Improvement: Regularly review and optimize our support processes and tools. Identify opportunities to improve efficiency and effectiveness.

Collaboration: Collaborate closely with other departments (like Product, Sales, and Engineering) to address product issues, develop new features, and improve overall customer experience.

Reporting: Track, analyze, and report on support metrics. Use insights to inform decisions and strategies.

Requirements

Qualifications:

1+ year of experience in managing a team, preferably within a customer support environment.

Proven experience in a SaaS environment.

Experience in a fast-paced startup setting.

Exceptional leadership and team management skills.

Strong problem-solving abilities and a customer-centric mindset.

Excellent communication and interpersonal skills.

Ability to handle pressure in a fast-paced environment.

Understanding of customer service software, databases, and tools.

Willingness to work in different time zones to support our global customer base. 

Weekends Required.

We at Hostaway believe in creating an environment that fosters growth and satisfaction. We offer a competitive salary, opportunities for professional development, and a chance to be part of an exciting journey with a thriving startup.

Interested in helping shape the future of vacation rental software? Apply today to join our team.