Related skills
customer service leadership ai tools nps csat📋 Description
- Lead, coach, and develop a team of Customer Support Leads.
- Use hotel operations experience to inform escalations and decisions.
- Own CSAT, NPS, SLA adherence, and First Contact Resolution metrics.
- Champion ownership; hands-on problem solving including calls.
- Leverage AI tools to improve team efficiency and outcomes.
- Partner with Product, Engineering, and CS leadership to scale service.
🎯 Requirements
- Significant hotel/resort ops experience (front office, PMS, F&B, events).
- 2+ years leading/supervising a customer-facing team.
- Strong technical aptitude; quick learner; troubleshoot independently.
- Thrive in fast-paced, high-change environment and lead through ambiguity.
- Fluent in English and Spanish; Portuguese a strong plus.
- Excellent communication and interpersonal skills; comfortable with high-stakes escalations.
🎁 Benefits
- Remote First, Remote Always
- PTO in line with local labor requirements
- Monthly Wellness Fridays
- Full Paid Parental Leave
- Home office stipend based on country of residency
- Cloudbeds University professional development
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