Technical Support Team Leader - Hotel SaaS, Mid Level

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

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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 employees, currently Late Stage.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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