Team Lead, Customer Support, In-Store (Fully Remote)

SevenRooms; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work

Diversity & inclusion

Job summary

SevenRooms is seeking an experienced leader to head the APAC support team from a remote location in the United States, delivering fast, empathetic assistance to hospitality operators worldwide.

You will coach a remote team, monitor metrics, and drive service quality through playbooks, training, and collaboration with product and operations.

This role requires 3+ years in SaaS customer support and a proven ability to inspire, with comfort using CRMs and analytics dashboards.

Qualifications

• 3+ years of technical customer support experience, SaaS a plus.
• Proven ability to inspire, coach, and develop a high-performing remote team.
• Strong problem-solving skills and comfort with CRM tools and analytics dashboards.

Responsibilities

• Guide and support a team of customer support representatives in a remote environment.
• Coach for performance by monitoring metrics, providing feedback, and conducting quality reviews.
• Drive team productivity through documentation, training, and analyzing customer satisfaction trends.
• Lead the APAC support team to provide fast, empathetic assistance to hospitality operators.
• Oversee day-to-day team operations and step in to directly support customers when needed.

Skills

Remote team leadership

Coaching & development

Problem-solving

CRM tools

Analytics dashboards

Job description

• Lead the APAC support team, ensuring fast, effective, and empathetic assistance to hospitality operators.
• Oversee day-to-day team operations and step in to directly support customers when needed.

Responsibilities:

• Guide and support a team of customer support representatives in a remote environment.
• Coach for performance by monitoring metrics, providing feedback, and conducting quality reviews.
• Drive team productivity through documentation, training, and analyzing customer satisfaction trends.

Requirements:

• 3+ years of technical customer support experience, with SaaS as a plus.
• Proven ability to inspire, coach, and develop a high-performing remote team.
• Strong problem-solving skills and comfort with support tools like CRMs and analytics dashboards.

Why You’ll Thrive:

• Collaborate across teams to share insights and improve customer experience.
• Be part of a company committed to diversity, inclusion, and employee well-being.

SevenRooms

SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. As part of a global team, they foster a positive, collaborative, and high-performing environment.