Technical Support Team Leader - Hotel SaaS, Mid Level

Jobright.ai; California (MO); Hybrid; USD 137,300 - 200,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading SaaS provider seeks a Technical Support Team Leader to oversee a team ensuring exceptional customer satisfaction in a hospitality technology setting. Responsibilities include team training, performance monitoring, and managing customer escalations. The ideal candidate has 3–5 years of leadership experience in technical support, is skilled in Salesforce, and is dedicated to enhancing customer experiences.

Qualifications

• 3–5 years of team leadership experience managing technical support teams of 5+ people.
• Advanced technical support and issue resolution experience.
• Proficiency in Microsoft Word, Excel, Outlook, and CRM systems.

Responsibilities

• Lead and train a technical support team to resolve customer inquiries.
• Monitor performance metrics and provide feedback for improvement.
• Manage daily logistics and organize team meetings.

Skills

Team leadership experience

Technical support expertise

Customer service skills

Communication skills

Analytical skills

Education

Relevant technical certifications

Tools

Salesforce

Microsoft Office Suite

Job description

Technical Support Team Leader - Hotel SaaS, Mid Level

Join to apply for the Technical Support Team Leader - Hotel SaaS, Mid Level role at Jobright.ai

Technical Support Team Leader - Hotel SaaS, Mid Level

1 day ago Be among the first 25 applicants

Join to apply for the Technical Support Team Leader - Hotel SaaS, Mid Level role at Jobright.ai

Get AI-powered advice on this job and more exclusive features.

Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust.

Job Summary:

The Access Group is a leader in hospitality technology, providing innovative B2B SaaS solutions for the hospitality industry. The Technical Support Team Leader will lead a team of Technical Support Engineers, ensuring exceptional customer satisfaction while resolving technical challenges and implementing operational excellence initiatives.

Responsibilities:

• Partner with the Support Director to implement team strategies and operational excellence initiatives, driving measurable results and team success.

• Lead and train a team of Technical Support Engineers to triage, diagnose, and resolve all designated inbound customer inquiries regarding the SHR platform, ensuring exceptional customer experiences.

• Monitor phone and case queues to maintain timely, accurate, and high-quality responses.

• Perform open case reviews to evaluate team performance, providing actionable feedback and guidance for continuous improvement.

• Ensure responses to support cases are documented in Salesforce, resolved efficiently, and meet or exceed prescribed SLAs.

• Raise internal awareness and advocate on key trends, customer experience gaps, and product improvement opportunities identified through case reviews.

• Follow up on low Transactional Net Promoter Score (tNPS) feedback to identify and implement enhancements that improve customer satisfaction.

• Conduct regular one-on-one coaching sessions with team members to support both performance growth and skills development.

• Manage daily team logistics, including schedules, resource allocation, and approval of vacation requests.

• Organize and facilitate daily team meetings focused on unassigned case assignments, workload balance, and knowledge sharing.

• Handle customer escalations originating from the team, using them as mentoring opportunities to strengthen technical and communication skills.

• Assist the Support Director with writing and conducting performance reviews, recognizing achievements and identifying growth areas.

• Champion case-deflection strategies to reduce inbound inquiries while expanding customer self-service resources.

• Document technical processes and procedures and develop or review content for the customer knowledge base and internal knowledge management systems (e.g., Confluence).

Qualifications:

Required:

• 3–5 years of team leadership experience managing technical support teams of 5+ people in customer service or hospitality technology.

• Demonstrated experience in performance management, coaching, and developing team members.

• Advanced technical support and issue resolution experience with customer-facing responsibilities via phone and email.

• Proficiency in Microsoft Word, Excel, Outlook, and Customer Relationship Management (CRM) systems.

• Experience with Salesforce administration.

• Proven ability to create and maintain technical documentation and improve support processes.

• Flexibility to support after-hours and weekend technical escalations as needed.

• Applicants must be authorized to work in the U.S. without sponsorship from the employer for this opportunity.

Preferred:

• Strong interpersonal and communication skills, with ability to collaborate across teams and deliver exceptional customer service.

• Experience or knowledge of SHR Central Reservation System (CRS), hotel Customer Relationship Management (CRM), or Revenue Management System (RMS) is a plus.

• Effective leadership attributes, including approachability, solution-oriented thinking, and the ability to manage multiple priorities.

• Initiative to identify process improvements and enhance team capabilities.

• Conflict resolution and difficult conversation management skills.

• Data analysis skills to interpret team metrics and inform performance decisions.

Company:

The Access Group is a software consultancy and developer company that provides fully integrated business management software. Founded in 1991, headquartered in Loughborough, Leicestershire, GBR, team size 5001-10000 employees, currently Late Stage.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Software Development

Referrals increase your chances of interviewing at Jobright.ai by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Get notified about new Technical Support Team Lead jobs in California, United States.

Carlsbad, CA $137,300.00-$176,610.00 2 days ago

Irvine, CA $140,000.00-$200,000.00 1 week ago

Mid Level Technical Support Team Leader - Hotel SaaS

Senior Manager of Technical Field Support

Manager, Technical Customer Support, Focused Services

User Support Lead and Junior System Administrator

Milpitas, CA $90,000.00-$102,000.00 1 month ago

Manager, Service Training & Technical Support

Irvine, CA $100,000.00-$130,000.00 2 weeks ago

Senior Manager, Technical Support Engineering

San Francisco, CA $152,000.00-$210,000.00 3 days ago

Customer Support Engineering, Sr. Manager

Manager, Technical Customer Support, Focused Services- Cloud

Oakland, CA $97,505.00-$145,258.00 1 month ago

City of Industry, CA $125,000.00-$220,000.00 2 weeks ago

Manager, Technical Customer Support, Focused Services- Cortex

CX Technical Support Advocate: Tier 1 Lead

Rowland Heights, CA $60,000.00-$70,000.00 1 month ago

Sr. Technical Support Engineer, US Government, Prisma Access (2pm to 11pm Central Time - Late Shift)

Sr. Technical Support Engineer, US Government, Prisma Cloud

Sr. Technical Support Engineer, US Government, Strata (2pm to 11pm Central Time - Late Shift)

EVSE Technical Support Manager / Tech Support Manager

Workforce Technology Support Manager (Hybrid to Woodland Hills, CA)

Brea, CA $84,800.00-$101,700.00 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.