HyperGuest is looking for a 1st tier support team lead to lead our team in LATAM!

As a lead of the 1st tier support team you will play a pivotal role in maintaining our high standards of customer satisfaction. Your primary responsibilities will include taking initiative to identify root causes and proactively solving issues, while guiding your team through the process.

You will be responsible for leading and managing a group of Support agents within the Support Department, ensuring their effectiveness and growth

• Lead and manage the support team, providing guidance, setting goals, and ensuring the team's effectiveness
• Monitor team performance metrics, provide coaching and feedback, and implement strategies for improvement
• Collaborate with cross-functional teams to ensure seamless communication and coordination
• Provide regular reports on team performance, customer issues, and support trends to upper management
• Provide information and advice to users on our connection and distribution types
• Proactively connect with clients to troubleshoot technical issues
• Investigating problems and guiding customers through troubleshooting processes
• Respond to incoming requests for assistance via email (proactive outbound calls might be needed).
• Ensure excellent service and a high level of customer satisfaction
• Maintain client relationships through product support
• Report customer feedback/issues to relevant departments & follow up
• Taking ownership of your work and contributing to the enhancement of our support processes

• Experience in Leading a Support Team in a Technical Company - Must
• Excellent English and Spanish both written and spoken- Must
• Previous experience in other SaaS hospitality- a plus
• Experience on ticketing systems management & configuration such as Zoho - Must
• Experience in managing customer inquiries and resolving technical issues
• Positive attitude and sense of responsibility
• Strong communication skills and a customer-centric approach
• Ability to deal with difficult situations in a polite manner and solution- face mind
• Familiarity with hospitality industry practices and reservation systems -a plus