Position Overview:We're looking for a hands-on customer support professional who has worn many hats in a contact center and enjoys the variety. You'll move between the phones and the back office: handling escalated and overflow contacts, coaching agents, leading training and enablement, and building the processes that help the team scale.
You'll report to the Vice President of Customer Support and partner closely with our on-site leadership in the Philippines, who run workforce management, quality assurance and new-hire training day to day. You'll provide a second layer of review, checking and approving changes to that work before they go live. It's a partnership built on close collaboration rather than a reporting line, and it's central to how our support team works.
What You'll DoContact Center Program Management- Exercise independent judgment to approve, reject or send back changes to QA standards, forecasts and schedules, SOPs, training curricula and launch readiness plans before they go live
- Set program standards, priorities and success measures for quality, workforce management, training and enablement, in alignment with the VP of Customer Support
- Recommend staffing, tooling and process investments to leadership based on performance data and trends
- Influence and align leaders across sites and functions without direct authority
Escalations and frontline support- Serve as a senior point of contact for complex, high-impact customer escalations, such as when hotel leaders or key accounts need a leadership-level contact, coordinating resolution across support, field service, product and account teams
- Act as a subject matter expert and resource for agents and team leads on complex or unusual issues
- Identify recurring and systemic customer issues from escalations and ticket trends, and drive fixes with product, field service and account teams
- Direct customer contact is occasional and limited to complex escalations; this role does not provide routine queue coverage or fill agent staffing gaps
Quality assurance oversight- Review and approve changes to the QA scorecard, evaluation targets and calibration standards
- Review QA results regularly, spot gaps and hold deliverables to agreed standards and timelines
- Join cross-site calibration sessions and turn QA trends into coaching, training and process fixes
Training and enablement- Lead uptraining and continuing education, remotely and during site visits
- Own launch readiness for customer support: partner with product, engineering and field teams so agents have release notes, known issues, troubleshooting guides and call-handling guidance before new products, features and changes go live
- Co-build the new-hire curriculum with on-site leadership, who deliver it in person, and approve changes to it
- Create job aids, quick-reference guides, slide decks and knowledge base articles, using AI tools to speed up drafting
- Keep training content current as products, policies and processes change
Workforce management oversight- Review and approve forecasts, schedules and staffing changes before they go live
- Question assumptions and hold deliverables accountable
- Track service level, AHT, abandonment, FCR and CSAT trends and bring recommendations to leadership
Process improvement- Map current workflows, identify gaps and propose practical fixes
- Review and approve SOP and process changes before rollout, and keep process documentation current
- Support the rollout of new tools, systems and processes, including testing and user adoption
Projects, partners and travel- Own special projects from kickoff through results
- Travel to customer sites, partner locations and offices in the U.S., Latin America and the Philippines for training, launches, audits and operational support
What We're Looking ForRequired- 5+ years of customer support experience, including at least 2 years as a supervisor or trainer in any customer support function (for example frontline, QA, WFM or training)
- Hands-on experience in at least three of: Operational leadership, QA, training and enablement, WFM, process improvement, instructional design
- Experience partnering with a global team of employees
- Working knowledge of contact center KPIs (service level, AHT, FCR, CSAT, adherence) and how to improve them
- Confidence facilitating training for groups, in person and on video calls
- Strong Excel or Google Sheets skills for reporting and for reviewing forecasts and schedules
- Clear written communication, with experience writing SOPs, job aids or knowledge base articles
- Hands-on experience using AI tools (for example ChatGPT, Claude or Microsoft Copilot) at work for writing, analysis or content creation
- Ability to manage several priorities with little supervision and to influence peers without direct authority
- Able and willing to travel up to 25%, including to Latin America and the Philippines, with a valid passport or the ability to obtain one
- Able to work primarily business hours, with flexibility to cover peak periods, go-lives and time-zone differences
- Must be based in Texas
Preferred- Experience in a B2B, technology or hospitality support environment
- Familiarity with CCaaS, ticketing and WFM tools such as Five9, Genesys, NICE, Zendesk or Salesforce Service Cloud
- Experience building AI-assisted workflows, prompts or knowledge tools for a support team
- Exposure to Lean, Six Sigma or similar process improvement methods
- Exposure to ADKAR or similar process improvement methods
- Bilingual in English and Spanish
- Bachelor's degree or equivalent experience
Physical requirements:Working Conditions:This is a full-time hybrid/remote office environment. International travel up to 25 % may be required.
Physical Activities: Occasional standing, stooping, and lifting up to 15 pounds
Physical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motions
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
