Better Talent · 3 days ago
Director of Software Support
United States
Full-time
Remote
Lead/Staff, Director/Executive
$120K/yr - $144K/yr
5+ years expTravelNet Solutions is a leading provider of integrated software and marketing solutions for the hospitality industry. The Director of Software Support will own the vision, strategy, and execution of the customer support organization, leading teams to deliver high-quality support experiences while evolving operations to meet company growth and product complexity.
Hospitality
Responsibilities
Lead, mentor, and develop a team of Support Managers and their respective Tier 1, Tier 2, and Tier 3 teams
Define and execute a multi-year support strategy aligned with company growth, product roadmap, and customer needs
Foster a culture of ownership, accountability, continuous improvement, and customer advocacy
Serve as a senior voice for Support in cross-functional planning and executive discussions
Establish, track, and optimize key support metrics including CSAT, NPS, response time, resolution time, backlog health, and first-contact resolution
Design and improve workflows, escalation paths, and operating cadences to ensure consistent service delivery
Own the support escalation process and act as a senior escalation point for high-impact or complex customer issues
Drive automation, tooling improvements, and platform strategy within Zendesk and related systems
Continuously improve self-service, knowledge management, and AI-driven support capabilities
Build strong relationships with key customers through effective issue resolution and transparent communication
Translate customer feedback and support insights into actionable input for Product and Engineering
Ensure a seamless, omnichannel support experience across chat, email, phone, and community channels
Partner with Customer Success and Sales to support retention, expansion, and long-term customer trust
Attract, retain, and develop top support talent at all levels
Create clear career paths, training programs, and coaching frameworks for managers and individual contributors
Build an inclusive, collaborative team environment that values learning, innovation, and excellence
Lead change effectively as the organization scales and evolves
Qualification
Required
5+ years of progressive leadership experience in technical or customer support within a SaaS or enterprise software environment
Proven success building, scaling, and leading multi-tiered support organizations (Tier 1–3)
Strong people leader with a track record of developing managers and building high-performing, customer-focused teams
Demonstrated ability to use KPIs, trend analysis, and operational data to drive decision-making and continuous improvement
Hands-on experience with Zendesk required, including workflow design, automation, and reporting
Strong communication skills with the ability to operate effectively at both executive and frontline levels
Preferred
Experience with Jira or similar tools preferred, with the ability to influence cross-functional processes and platform strategy
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
Better Talent
Better Talent blends technology, behavioral science, and a high-touch human approach to help you identify and hire the best candidates.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Adam Tully -.
COO
Company data provided by crunchbase