Manager, Customer Support

Job Description

• This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Support in Spain. This role is a key leadership position within a global, fast-paced hospitality technology environment, where customer experience directly impacts thousands of properties worldwide. You will lead and develop a team of Customer Support Leads, ensuring high-quality service delivery across complex and high-impact customer interactions. The position requires strong operational expertise, particularly from the hospitality sector, combined with a hands-on leadership style. You will act as an escalation point for critical issues, working closely with customers to resolve problems quickly and effectively. This is a highly people-focused role where coaching, performance management, and team development are central to success. You will also collaborate cross-functionally with Product and Engineering teams to improve service quality at scale. The environment is remote, international, and built around ownership, accountability, and continuous improvement.
• Accountabilities: Lead, coach, and develop a team of Customer Support Leads, ensuring strong performance, clear goals, and continuous growth through regular 1:1s and feedback. Act as the main escalation point for complex customer issues, leveraging hospitality operations experience to resolve critical problems with urgency and empathy. Oversee key support performance metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, identifying trends and improvement opportunities. Drive a culture of ownership and accountability, including directly engaging with customers when necessary to resolve urgent issues. Use customer feedback and ticket data to identify root causes and implement structural improvements rather than reactive fixes. Collaborate with Product, Engineering, and CS leadership to surface insights and contribute to platform and process enhancements. Leverage AI-powered tools and systems to improve team efficiency and optimize support operations. Participate in hiring, onboarding, and retention efforts to build a high-performing and engaged support team. Requirements: Significant hands-on experience in hotel or resort operations (e.g., front office, property management, revenue management, F&B, or events) in a quality independent, branded, or managed property. 2+ years of experience leading or supervising a customer-facing or support team. Strong understanding of customer support metrics and operational performance management. High technical aptitude with the ability to quickly learn and adapt to new tools and systems. Experience working in fast-paced, high-change environments requiring adaptability and strong prioritization. Excellent communication and interpersonal skills, with confidence handling escalations and high-pressure situations. Fluent in English and Spanish (mandatory); Portuguese is a strong plus. Strong ownership mindset with a proactive, hands-on leadership approach. Experience in SaaS or hospitality technology support environments is a plus. Benefits: Fully remote-first work environment with global flexibility. Paid time off aligned with local labor regulations. Monthly wellness Fridays for extended long weekends. Full paid parental leave policy. Home office stipend depending on country of residence. Access to professional development programs, including leadership and technical training. Continuous learning opportunities through internal training and knowledge-sharing programs. Inclusive, diverse, and global team culture with over 40 countries represented. Opportunity to work at the intersection of hospitality and innovative SaaS technology.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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