Manager, Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Manager, Customer Support in United Kingdom. This is an exciting opportunity for an experienced hospitality professional to lead a high-performing remote customer support team in a fast-growing technology environment. In this role, you will help shape the customer experience for hotels and hospitality businesses operating across global markets. You’ll combine operational expertise with strong leadership skills to resolve complex customer challenges, improve support processes, and drive service excellence at scale. Working closely with cross-functional teams, you’ll contribute to product improvements and customer retention initiatives while mentoring and developing support leaders. The position offers a collaborative, fast-paced, and fully remote environment where innovation, accountability, and customer impact are highly valued. Accountabilities

• Lead, mentor, and develop a team of Customer Support Leads, fostering a collaborative and high-performance remote culture.
• Act as the primary escalation point for complex customer support cases, ensuring timely and empathetic resolution.
• Monitor and improve key support metrics such as CSAT, NPS, SLA compliance, and First Contact Resolution.
• Drive operational excellence by identifying recurring customer pain points and implementing scalable process improvements.
• Collaborate cross-functionally with Product, Engineering, and Customer Success teams to improve customer experience and platform usability.
• Encourage a customer-first mindset by leading through example and supporting direct customer engagement when needed.
• Support hiring, onboarding, coaching, and retention initiatives for the customer support organization.
• Leverage AI-driven tools and support technologies to enhance team productivity and operational efficiency.

Requirements

• Significant hands-on experience in hotel or resort operations, including areas such as front office, property management, revenue management, F&B, or events.
• At least 2 years of experience managing or supervising customer-facing teams, ideally in remote or fast-paced environments.
• Strong leadership and coaching skills with the ability to motivate, guide, and develop team members.
• Excellent communication and interpersonal abilities, with confidence handling escalated customer situations.
• Fluent in both English and Spanish; Portuguese is considered a strong advantage.
• Strong technical aptitude and ability to quickly learn new software platforms and evolving processes.
• Experience working in hospitality technology, SaaS, customer support, or customer success environments is highly valued.
• Ability to thrive in dynamic, rapidly changing environments while maintaining high service standards.

Benefits

• Fully remote work environment with flexible international collaboration.
• Competitive compensation package aligned with experience and location.
• Paid time off in accordance with local regulations.
• Monthly wellness days offering extended weekends.
• Fully paid parental leave.
• Home office stipend to support remote work setup.
• Access to professional development programs, leadership training, and continuous learning opportunities.
• Inclusive, people-focused culture that values diversity, innovation, and collaboration.

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. 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.