Director of Customer Support | Hotel SaaS | Remote (Europe) | Up to EUR 165K

Coda Search is delighted to partner with a profitable, globally distributed hospitality technology company to find a Director of Customer Support for their international support organization. This is a fully remote role open to candidates based in approved European countries. PLEASE NOTE: Candidates must have experience, at any point in their career, in a customer-facing hotel-based role. Location: Remote, Europe (approved country list to be confirmed during process)Compensation: Maximum EUR 165,000 - final salary will be dependent on experience and country of residence and will be paid in local equivalent currency.Bonus: Discretionary annual bonus; paid each of the past four consecutive yearsEquity: Stock options (pre-IPO)Benefits: Remote-first structure, paid time off in accordance with local labor requirements, monthly extended weekends, fully paid parental leave, home office stipend, and professional development resourcesSchedule: Remote, full-time What's in it for you?Lead a global support function: You will own the performance and culture of a support organization spanning roughly 80 to 100 professionals across multiple continents, with full accountability for customer experience and team health.Drive AI-powered support transformation: The company is investing heavily in AI across its support workflows. You will define the strategy, lead adoption, and ensure technology improves the customer experience rather than replacing it.Hospitality expertise valued, not optional: Your hotel operations background is a core qualification, not a nice-to-have. Every escalation, process decision, and hiring choice benefits from someone who has lived the hotelier's reality firsthand.Pre-IPO equity participation: Stock options in a profitable, growing company with a clear path toward a public offering. What will your day look like?Own the global support org: Lead five to seven regional managers, each running their own teams of leads and coaches across LATAM, EMEA, and APAC. You are accountable for first contact resolution, response and resolution times, CSAT, and retention.Drive operational performance: Monitor and improve key support metrics. Rebuild team morale and rhythm after periods of high pressure or rapid growth.Lead through escalation and crisis: Serve as the senior escalation point for complex customer issues, coordinating across Product, Onboarding, and Account Management to resolve problems quickly and permanently.Deploy AI with precision: Evaluate and roll out AI-assisted support tools with a focus on accuracy and customer trust. Lead your team through adoption, build buy-in, and measure efficiency gains.Fix root causes: Challenge processes that create unnecessary work. Prove a fix manually before automating it. Translate technical and operational concepts into clear, practical guidance.Scale the function internationally: Build the hiring, training, and quality infrastructure to grow the team across multiple regions, languages, and time zones without losing service quality. Who are you?You've led SaaS support at scale: 8+ years in customer support or service, including at least 4 years leading teams and managing other leaders. You have direct experience leading customer support for a SaaS or software product, not solely hotel or travel operations.You've worked on the hotel floor: Hands-on, guest-facing hotel or resort management experience (front desk, guest services, GM, or similar) is required. You understand property operations, distribution, and what downtime costs a hotelier because you've lived it.You lead distributed, multilingual teams: You've managed people across multiple regions, languages, and cultures in a remote or heavily distributed environment. A fully colocated background is not the right fit.You drive AI adoption: You've helped support teams adopt AI tools, built buy-in across teams, and driven measurable process efficiency improvements.You scale through change: You've grown a support function through a period of significant operational transformation with stronger metrics and a healthier team on the other side. Application & Contact InformationTo apply, please apply directly here on LinkedIn. For more immediate consideration, feel free to send me an email directly to mroe@codasearch.com. Related TermsDirector of Customer Support, customer support leadership, SaaS support, hospitality technology, hotel PMS, hotel software, hotel operations, guest services, front desk manager, general manager, customer experience, CSAT, first contact resolution, AI support, support transformation, distributed teams, remote leadership, global support, Europe, EMEA, multilingual, customer service director, B2B SaaS, hotel tech, escalation management, crisis management, support operations, team scaling, pre-IPO