Customer Support Team Lead

Role Overview

• Onboard and train new and existing team members and equip them to thrive when performing all aspects of their role
• Assess the contact points completed by your CSCs using our quality assurance framework to identify performance gaps and trends
• Coach team members by providing performance feedback on a regular basis and equip them with effective strategies to enhance their performance
• Develop team members and nurture top talent and succession, guided by our internal stripe framework
• Report on daily & weekly engagement metrics with a goal to achieve team targets for customer satisfaction and issue resolution
• Maintain strong product, process, and systems knowledge to effectively diagnose, resolve, and escalate service failures
• Investigate support incidents that lead to hotelier dissatisfaction and demonstrate a customer-first mindset when engaging with customers
• Identify support-related churn risks and partner with relevant stakeholders to implement service recovery actions
• Review customer escalations and complaints to identify root causes, trends, and opportunities to improve the overall customer experience
• Act as an escalation point for complex customer situations, ensuring timely resolution and effective communication
• Monitor and manage adherence, productivity, and operational discipline across the team
• Identify continuous improvement opportunities with a goal to enhance the hotelier experience, increase team efficiency, and achieve process excellence
• Present team metrics, performance updates, business priorities, and acknowledgements in weekly meetings
• Partner with cross-functional teams to highlight recurring customer pain points and contribute to business-wide improvement initiatives

Requirements

• 4+ years experience in Customer Support, Customer Success, Service Operations, or a similar customer-facing environment
• Previous experience leading, coaching, mentoring, or managing individuals or teams
• Proven ability to use data and performance metrics to drive results
• Experience managing customer escalations and service recovery
• Strong communication, stakeholder management, and problem-solving skills
• Comfortable providing feedback, managing underperformance, and driving accountability
• Professional fluency in English, both written and verbal
• Nice-to-Have: Experience in SaaS, Hospitality Technology, or Hospitality environments
• Experience working in a scale-up or high-growth company
• Experience recruiting, onboarding, and developing team members
• Experience driving process improvement or operational excellence initiatives
• Fluent in Portuguese / Spanish

Benefits

• Performance bonuses
• Employee Equity Scheme
• Annual training budget
• Annual Hotel experience
• Birthday leave
• Long service leave and bonuses
• Quarterly team building budgets & office massages
• Friday lunches on us