Technical Support Manager - 100% Remote - Philippines

NOTE: This is a FULLY remote role, but the candidate must be within the Philippines to collaborate with their team, peers, and internal customers.

Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.

Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.

About the role

As a Technical Support Manager at Hostaway, you will lead a dynamic team of Technical Support Specialists (Tier 1 and Tier 2) dedicated to providing world-class assistance to our property managers. You will be responsible for managing high-volume ticket and call queues, maintaining our service level agreements (SLAs), and serving as the primary escalation point for complex technical issues. 

This role is critical to ensuring our customers can effectively leverage Hostaway's full suite of tools, from our channel manager integrations with platforms like Airbnb, Vrbo, and Booking.com to our property management system and direct booking solutions.

Key Responsibilities

• Team Leadership & Development: Manage, mentor, and coach a team of Technical Support Specialists to achieve and exceed monthly performance metrics and customer satisfaction goals. Foster a collaborative and high-performing team culture.

• Queue & SLA Management: Oversee the efficient distribution and timely resolution of incoming support tickets via Zendesk, ensuring prompt initial responses and consistent follow-ups, especially during high-volume periods.

• Technical Escalation Handling: Act as the primary point of contact for urgent or complex technical issues, including API synchronization discrepancies between Hostaway and major OTAs (e.g., Airbnb, Vrbo, Booking.com, Expedia), platform functionality bugs, and payment processing errors.

• Cross-Functional Collaboration: Partner closely with the Product and Engineering teams to report bugs, advocate for new features based on customer feedback, and stay informed about the product roadmap to prepare the support team for upcoming changes.

• Process Improvement & Optimization: Continuously identify bottlenecks in the support workflow and implement strategies to improve team efficiency. This includes developing internal documentation, knowledge base articles, and exploring opportunities for automation.

• Quality Assurance: Regularly monitor ticket interactions and customer communications to ensure technical accuracy, a professional and helpful tone, and strict adherence to Hostaway’s communication standards.

Requirements

• Technical Expertise: Deep understanding of the SaaS technology landscape, including cloud infrastructure, API integrations, and third-party platform ecosystems (e.g., CRMs, ERPs, data analytics tools, and payment processors).

• Leadership Experience: Proven track record of successfully managing and scaling technical support teams in a fast-paced SaaS or travel-tech environment.

• Advanced Problem-Solving: Strong ability to diagnose and troubleshoot complex technical problems, such as data synchronization issues, attribute locking, reservation discrepancies, and payment processing errors.

• Exceptional Communication: Excellent written and verbal English language communication skills, with a talent for explaining complex technical concepts clearly and patiently to non-technical users.

• Tool Proficiency: Hands-on experience with modern support tech stacks, including Zendesk, Slack, and CRM systems. Experience with Amazon Connect is a plus.

What we offer