TravelNet Solutions · 3 weeks ago
Director of Software Support
United States
Full-time
Remote
Lead/Staff, Director/Executive
$100K/yr - $120K/yr
5+ years expTravelNet Solutions is a leading provider of integrated software and marketing solutions for the hospitality industry. The Director of Support will lead and scale the support organization, ensuring exceptional customer service across all tiers of technical support while driving strategy and operational excellence.
ContentMarketingSoftwareTravel
Responsibilities
Lead, mentor, and develop a high-performing team of Support Managers and their respective teams across Tier 1, Tier 2, and Tier 3 support levels
Define and execute the overall support strategy to enhance customer satisfaction, reduce resolution time, and improve operational efficiency
Foster a culture of continuous improvement, accountability, and customer advocacy
Collaborate with cross-functional teams, including Product, Engineering, Customer -Success, and Sales, to drive customer-centric initiatives and improve product supportability
Establish, track, and optimize key performance metrics (e.g., CSAT, NPS, response time, resolution time, backlog management, first-contact resolution)
Implement best practices, tools, and workflows to enhance efficiency, scalability, and automation within support operations
Oversee support escalations and ensure timely resolution of complex technical issues
Drive continuous improvements in self-service resources, knowledge bases, and -AI-driven support solutions to enhance customer experience
Act as a senior escalation point for critical customer issues and work closely with customers to build trust and long-term relationships
Advocate for customer needs by providing insights and feedback to Product and Engineering teams
Ensure a seamless, omnichannel support experience across chat, email, phone, and community forums
Build and scale a customer-focused support organization by attracting, retaining, and developing top talent
Provide coaching, training, and career growth opportunities to support team members
Foster a collaborative and inclusive team environment that values innovation and excellence
Qualification
Required
5 to 10 years of progressive experience in technical or customer support leadership, ideally within a SaaS or enterprise software environment
Demonstrated success leading multi-tiered support organizations (Tier 1–3), balancing technical troubleshooting with an exceptional customer experience
Proven people leader with the ability to coach, mentor, and develop high-performing support teams
Strong analytical and problem-solving skills, with experience using data and metrics to drive decisions and continuous improvement
Hands-on experience with Zendesk is required
Highly collaborative, with the ability to partner cross-functionally and influence stakeholders at all levels of the organization
Customer-first mindset with a proven track record of improving customer satisfaction, retention, and loyalty
Preferred
Experience with Jira or similar collaboration and ticketing platforms
Familiarity with AI-powered support solutions, automation, and self-service tools
Experience supporting or working with Property Management Systems (PMS), preferably Track or similar vacation rental or hospitality platforms
Experience scaling and supporting distributed or global support teams
Benefits
Full medical, dental, and vision coverage
Flexible Paid Time Off
Unlimited access to professional training and development
Health Savings Account with up to a $2,000 annual match
Up to $900 in annual Wellness Rewards
Flexible work environment
Free life insurance and long-term disability coverage
Flexible Spending Accounts
Retirement plan with employer match
$150 quarterly gift for personal use
Competitive wages
Work with an amazing team!
Company
TravelNet Solutions
TravelNet Solutions, a provider of integrated software and marketing solutions for the hospitality industry.
201-500 employees
H1B Sponsorship
TravelNet Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
unknown2022-07-26Acquired
Leadership Team
Ryan C. Bailey
Executive Chairman & Co-Founder
Recent News
2025-08-19
Company data provided by crunchbase