Director of Customer Support Europe

Role Overview:

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention.
• Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure.
• Apply deep hospitality or hospitality-technology experience to every escalation and process decision — you understand property operations, distribution, and what downtime costs a hotelier in real time.

Key Responsibilities:

• Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale.
• Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams.
• Lead other leaders with empathy and accountability across multiple regions, languages, and cultures.

What Sets You Up for Success:

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders.
• Bachelor's degree or equivalent experience in hospitality, business, or technology.
• Experience scaling a high-volume support function through significant change or transformation, with excellent crisis management and escalation handling.