Monitor resolution times and deflection rate metrics
The role is responsible for leading the Asia Pacific Level 1 customer support team to deliver world-class service within the hospitality industry
Job Summary
The role is responsible for leading the Asia Pacific Level 1 customer support team to deliver world-class service within the hospitality industry.
Success requires building strong collaboration with Hospitality managers across Commercial, Product, R&D, Technical Operations, Legal, and Regional Customer Delivery Services.
The position involves recruiting, onboarding, developing, and retaining talent while managing the budget to optimize costs without compromising service quality.
Matching Summary
The role is responsible for leading the Asia Pacific Level 1 customer support team to deliver world-class service within the hospitality industry.
Skills & Requirements
Must-have
Lead and manage Level 1 customer support team
Ensure adherence to service level agreements
Monitor resolution times and deflection rate metrics
Manage budget for customer support operations
Collaborate with R&D Product and Technical Operations
Nice-to-have
Strong negotiation and arbitration skills
Customer centric approach and positive attitude
Experience in hospitality technology field
Familiarity with open-source platforms
Ability to foster inclusive team culture
Key Requirements
10+ years experience in operations management
Degree in business administration, operations management, engineering, or IT
MBA preferred
Experience qualifying and troubleshooting technical problems