Customer Support Manager

Were a remote-first, high-growth company with a strong engineering and data-driven culture. Over the past 18 months, weve tripled our team, achieved 100% year-over-year revenue growth, and continue to scale rapidlywith real business traction and a growing global footprint. Our focus remains on automation, intelligence, and low-latency infrastructure enabling real-time connectivity and AI-powered decision systems that redefine how hotels distribute inventory and pricing at scale. About the Role We are looking for a self-driven, innovative, and experienced Customer Support Manager to lead day-to-day operations within our growing Customer Support team. This role is ideal for a strong operational leader who thrives in fast-paced environments, understands service-level accountability, and is passionate about developing leaders and building high-performing teams. You will work closely with the Director of Customer Support to ensure operational excellence, strengthen team leadership, and improve overall customer experience in a fully remote, 24/7 environment. What Youll Do Lead and support Team Leads in managing daily support operations.Ensure service levels and response times are consistently met.Monitor ticket queues and proactively address backlogs or aging cases.Drive continuous improvement in workflows and processes.Bring innovative ideas to improve performance, efficiency, and team effectiveness.Analyze performance data and identify trends or improvement opportunities.Handle escalated client or partner issues with professionalism and urgency.Collaborate cross-functionally with Finance, Supply, Demand and Technology teams.Support workforce planning and 24/7 coverage strategies.Foster a culture of accountability, ownership, and engagement. What Were Looking For 5+ years of experience in customer support or operations.2+ years of leadership experience managing supervisors or team leads.Experience working in fast-paced service environments (travel, hospitality, fintech, orB2B preferred).Strong understanding of SLA management and ticketing systems.Data-driven mindset with strong analytical skills.Exceptional communication and escalation management skills.Proven ability to coach and develop leaders.Fluent English (spoken and written) is required.Flexible availability, including weekends, day shifts, and overnight shifts as businessneeds require.Innovative mindset with a strong focus on continuous improvement. What Success Looks Like Improved SLA adherence and response times.Reduced backlog and ticket aging.Stronger team lead performance and accountability.Clear, structured operational reporting.Higher overall team efficiency and engagement. .