Director of Support 100% Remote

Hostaway is seeking a highly experienced Global Director of Customer Support to lead our support team and ensure that our customers receive world-class support. The ideal candidate will have extensive experience in customer-facing leadership roles, managing global teams, building out customer support teams, and optimizing support processes and procedures.

Responsibilities:

• Lead the global customer support team and ensure that they deliver exceptional support to our customers.

• Build out and optimize support processes and procedures to increase efficiency and reduce response times.

• Work closely with the management team to develop KPIs and ensure that the support team meets or exceeds performance targets.

• Manage a team of remote employees located around the world, and ensure that they are productive, motivated, and engaged.

• Collaborate with other teams, such as sales and product, to ensure that customer feedback is used to improve our products and services.

• Provide 24/7 support for phones and tickets, and ensure that all support requests are resolved quickly and efficiently.

• Develop and maintain a strong understanding of our products and services, and ensure that the support team has the knowledge they need to provide effective support.

• Ensure that the support team is properly trained and equipped to handle high-contact volume support

Requirements

• 5+ years of experience in a high contact 24/7 customer-facing leadership role.

• Experience working with international employees and managing remote teams.

• Experience building out a customer support team or being part of a team that built out a support team during a build-out.

• Experience with self-service implementation and other contact deflect methods.

• Experience in a startup environment.

• Experience with workforce management and optimizing support processes and procedures.

• Proficient in Google Suite or Office Suite Products.

• Excellent communication skills and the ability to effectively communicate with the management team.

• Sense of urgency and the ability to work well under pressure.

• Someone looking for a career, not just another job.

• Experience with Zendesk, Freshdesk or other support ticketing software.
  
  
  Nice to haves:
  
  

• Experience in the short term rental industry is a plus.

• Experience building a customer support team from the ground up is a plus.

• Knowledge of the BPO industry is a plus.