Customer Support Team Leader

SiteMinderManila

On-site Full-time

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Experience Level

Manager

Qualifications

To excel in this role, candidates should possess strong leadership abilities, with a proven track record in customer support management. Experience in coaching and developing teams is essential, along with outstanding communication skills. A passion for technology and the hospitality industry is a must, as well as a proactive approach to problem-solving and customer engagement.

About the job

About Us...

Since our inception in 2006, we have been passionate about simplifying technology for hoteliers. Our innovative hotel commerce platform enables accommodation owners to attract and secure more guests online with ease and efficiency.

From boutique hotels to renowned chains, we have empowered travelers to book everything from igloos to castles, cabins, and more.

Today, we proudly stand as the world's foremost open hotel commerce platform, serving over 50,000 hotels across 150+ countries, facilitating more than 130 million reservations annually through our advanced technology.

Your Role as a Customer Support Team Leader...

As a vital member of our Global Customer Support team, the Customer Support Team Leader will focus on coaching, engaging, supervising, leading, and developing our General Services team to ensure exemplary customer service delivery.

In your leadership role, you will be the go-to contact for team members, proactively ensuring seamless operations and collaboration among teams. By setting a positive example, you will oversee the team's efficiency, quality of service, and professional growth.

Your Responsibilities...

Cultivate a team of support consultants dedicated to prioritizing customer needs.
Monitor daily team performance and ensure delivery of high standards.
Identify performance gaps and implement action plans for improvement.
Conduct one-on-ones, performance reviews, and team meetings to assess and motivate individual performance.
Recruit exceptional new team members, providing them with the training and support needed for success.
Collaborate with cross-functional teams to enhance overall service delivery.

About SiteMinder

SiteMinder is a trailblazer in hotel commerce technology, dedicated to simplifying the booking process for accommodation providers. With a commitment to innovation and excellence, we empower hoteliers to thrive in a competitive landscape while delivering exceptional experiences for travelers worldwide.

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