Global Support Manager - EMEA General Services team
hace 6 días

This job is important because The Global Support Manager role is an integral member of our Global Customer Support team.

Responsible for Coaching, Engaging, Supervising, Leading and Developing our General Services team to deliver excellent customer service.

As Support Manager, you will be the primary point of contact for team members, acting proactively to ensure smooth operation and collaboration across teams.

Leading by example, the Support Manager is responsible for the efficiency, quality and development of the team. Who we are Ever booked hotel accommodation on Booking.

com, Expedia or TripAdvisor? Chances are, you’ve used SiteMinder. Our goal is to liberate hoteliers with technology that makes a world of difference , and we do that by helping them find and acquire guests online.

We are the world’s leading guest acquisition platform for hotels, supporting 35,000 hotels in 160 countries to generate more than 87 million reservations on our platform each year.

This job is all about

  • Building a team of support consultants who put the customer first.
  • Monitoring and delivery of team performance on a daily basis.
  • Reviewing gaps in performance for the team and putting action plans in place for individuals not achieving performance targets.
  • Conducting 1 : 1s, performance reviews and team meetings to evaluate individual performance. Motivating those individuals to do better.
  • Identifying and hiring amazing new team members. Making sure they get the training and support they need to succeed.
  • Collaborate with other teams throughout the business to deliver great customer experiences.
  • Identifying training needs and providing coaching and support.
  • Organising fun and inclusive team building activities.
  • Building consensus and collaborating with other people.
  • Developing an atmosphere where people feel confident and happy to contribute.
  • Leading or participating in global projects.
  • Resolving conflicts and removing barriers.
  • People who are successful in this role

  • Have previous experience leading diverse, motivated teams.
  • Have experience working in Software or IT environments.
  • Remain calm under pressure in a fast paced environment. They can juggle multiple projects and priorities, but feel comfortable saying no.
  • Foster a high performance culture by aligning performance expectations with overall business goals.
  • Encourage an open exchange of information and viewpoints, and actively listen to others.
  • Translate strategic goals into actionable plans.
  • Readily adapt to competing demands and shifting priorities.
  • Maintain composure, positivity and patience.
  • Inspire others to take ownership of their work and perform at their best.
  • Clearly communicate verbally and in writing.
  • Lead by example. Are seen as a role model by peers and teammates.
  • Can understand and make decisions based off data rather than hunches.
  • Make timely, confident decisions.
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