Customer Support Team Leader

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About The Customer Support Team Leader Role...

The Customer Support Team Leader role is an integral member of our Global Customer Support team. Responsible for Coaching, Engaging, Supervising, Leading and Developing our General Services team to deliver excellent customer service.

As Support TL, you will be the primary point of contact for team members, acting proactively to ensure smooth operation and collaboration across teams. Leading by example, the Support Manager is responsible for the efficiency, quality and development of the team.

What You’ll Do…

• Build a team of support consultants who put the customer first.
• Monitor and delivery of team performance on a daily basis.
• Review gaps in performance for the team and putting action plans in place for individuals not achieving performance targets.
• Conduct 1:1s, performance reviews and team meetings to evaluate individual performance. Motivating those individuals to do better.
• Identify and hiring amazing new team members. Making sure they get the training and support they need to succeed.
• Collaborate with other teams throughout the business to deliver great customer experiences.
• Identify training needs and providing coaching and support.
• Organise fun and inclusive team building activities.
• Build consensus and collaborating with other people.
• Develop an atmosphere where people feel confident and happy to contribute.
• Lead or participating in global projects.
• Resolve conflicts and removing barriers.
  
  

What You Have…

• Experience leading diverse, motivated teams.
• Experience working in Software or IT environments.
• Ability to remain calm under pressure in a fast paced environment. You can juggle multiple projects and priorities, but feel comfortable saying no.
• Foster a high performance culture by aligning performance expectations with overall business goals.
• Encourage an open exchange of information and viewpoints, and actively listen to others.
• Translate strategic goals into actionable plans.
• Readily adapt to competing demands and shifting priorities.
• Maintain composure, positivity and patience.
• Inspire others to take ownership of their work and perform at their best.
• Clearly communicate verbally and in writing.
• Lead by example. Are seen as a role model by peers and teammates.
• Can understand and make decisions based off data rather than hunches.
• Make timely, confident decisions.
  
  

Our Perks & Benefits…

• Equity packages for you to be a part of the SiteMinder journey
• Hybrid working model (in-office & from home)
• Mental health and well-being initiatives
• Paid birthday, study and volunteering leave every year
• Sponsored social clubs, team events, and celebrations
• Employee Resource Groups (ERG) to help you connect and get involved
• Investment in your personal growth offering training for your advancement
  
  

Does this job sound like you? If yes, wed love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

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