Director of Software Support

Why consider this job opportunity

• Salary range from $100,000 to $120,000, with eligibility for an additional 20% annual incentive based on company performance
• Full medical, dental, and vision coverage
• Flexible Paid Time Off and unlimited access to professional training and development
• Health Savings Account with up to a $2,000 annual match and up to $900 in annual Wellness Rewards
• Opportunity to work in a fast‑paced, innovative environment that values collaboration and professional growth
• Be part of a team that is reshaping the hospitality industry through technology and service innovation

• Lead, mentor, and develop a high‑performing team of Support Managers across Tier 1, Tier 2, and Tier 3 support levels
• Define and execute the overall support strategy to enhance customer satisfaction and improve operational efficiency
• Foster a culture of continuous improvement and customer advocacy within the support organization
• Establish, track, and optimize key performance metrics related to customer support
• Act as a senior escalation point for critical customer issues and advocate for customer needs to internal teams

• 5 to 10 years of progressive experience in technical or customer support leadership, ideally within a SaaS or enterprise software environment
• Proven success leading multi‑tiered support organizations, balancing technical troubleshooting with an exceptional customer experience
• Strong analytical and problem‑solving skills, with experience using data and metrics to drive decisions
• Hands‑on experience with Zendesk; familiarity with AI‑powered support solutions is preferred
• Customer‑first mindset with a proven track record of improving customer satisfaction and retention

• Experience supporting or working with Property Management Systems (PMS), preferably Track or similar platforms
• Experience with Jira or similar collaboration and ticketing platforms
• Experience scaling and supporting distributed or global support teams

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top‑tier employer.