Job Description:- Hapi is a data streaming, integration, and enrichment platform with robust transactional APIs designed and developed by Data Travel, LLC. to solve the hotel industry’s data management challenges.
- This role will report to the Manager, Signature Support Services and will be responsible for leading a frontline team of support specialists, ensuring high performance, SLA adherence, and a best-in-class customer experience.
- Required ime zone alignment - EU time zone.
- DutiesFront-Line People Leadership:
- Directly manage, mentor, and motivate a team of Customer Support Specialists.
- Conduct regular 1:1s, provide real-time performance coaching, and write and deliver annual performance reviews.
- Manage team scheduling, attendance, and adherence to ensure full support coverage.
- Foster a positive, collaborative, and customer-centric team culture.
- Performance & Queue Management:
- Monitor real-time support queues (phone, email, chat) to ensure tickets are being handled efficiently and within SLAs.
- Track and report on individual and team KPIs (e.g., CSAT, First Response Time, Time to Resolution, tickets solved).Act as the first point of escalation for customer issues; de-escalate situations and drive resolutions.
- Quality Assurance & Coaching:
- Perform regular quality assurance reviews of your team's tickets and customer interactions.
- Provide constructive, actionable feedback to specialists to improve the quality, accuracy, and tone of their support.
- Identify knowledge gaps and coordinate training needs with the Support Manager and training resources.
- Cross-Functional Collaboration:
- Work with the Customer Delivery team to understand upcoming "go-lives" and prepare your team to support new customers.
- Partner with Customer Success managers by providing updates on escalated issues or ticket trends for their managed accounts.
- Act as a "voice of the team," surfacing common customer pain points, product bugs, and feedback to the Support Manager.
Required Qualifications:
3+ years of experience in a B2B SaaS technical support or customer service role.1+ year of experience in a formal leadership role (Supervisor, Team Lead) OR demonstrated experience as a senior team member, mentor, or subject matter expert.
Customer-Facing Polish: Exceptional communication, de-escalation, and empathy skills. You remain calm and professional under pressure.
Problem Solver: Strong technical aptitude and troubleshooting skills. You can effectively guide others to a solution.
Operational Mindset: You are organized, metrics-aware, and skilled at managing competing priorities.
Systems Knowledge: Proficiency with support ticketing platforms (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
Nice To Have:
Direct experience in the hospitality technology industry (e.g., PMS, CRS, etc.).Prior experience as a formal Supervisor or Manager. Bachelor’s degree in a relevant field.
