Support Team Manager

About Duve:

Duve is one of the fastest-growing startups in hospitality tech, transforming how guests experience their stay through our fully personalized Guest Experience Suite. With thousands of customers in over 60 countries, Duve empowers hotels, vacation rentals, and hospitality brands to digitize and personalize every step of the guest journey. With fast-growing global demand and an expanding product suite, Duve is scaling rapidly into new markets. As we continue to grow, we’re focused on bringing in top talent to shape the future of hospitality by delivering exceptional guest experiences, operational efficiency, and new revenue opportunities for our customers.

About this Role:

The Support Team Manager plays a critical role in ensuring our customers receive world-class service and support. This individual will be responsible for managing and mentoring a team of Support Specialists, driving operational efficiency, and maintaining high levels of customer satisfaction and team performance. The ideal candidate is a hands-on leader with a strong background in customer support operations, exceptional problem-solving skills, and a passion for developing talent.

You’re a great fit if you are:

• Experience in hiring, onboarding, and training new support team members.
• Experience with QA processes for customer interactions.
• Knowledge of basic SQL, API concepts, usage of postman and grafana, as well as other relevant technical skills

Responsibilities:

Team Leadership and Management:

• Lead, mentor, coach, and motivate a team of Support Specialists to achieve individual and team performance targets, including managing and supporting both co-located and globally distributed/remote team members.
• Conduct regular 1:1 meetings, performance reviews, and provide constructive feedback to foster continuous development.
• Manage team scheduling, coverage, and workload distribution to ensure adequate support across all channels (email, chat, phone), accounting for different time zones and remote work needs.
• Facilitate team meetings to communicate updates, share best practices, and reinforce company culture and support standards, utilizing effective virtual collaboration tools.
• Own escalations for complex or high-impact customer issues, ensuring timely resolution and clear internal and external communication.
• Own support quality standards, including response accuracy, tone, prioritization, and documentation.
• Monitor ticket quality and trends to ensure consistency and a high bar across the team.
• Ensure timely handling of high-impact, revenue-sensitive, and enterprise customer issues.
• Partner with Customer Success to align support handling with account context and customer tier.

Operational Excellence:

• Monitor and analyze key support metrics (e.g., CSAT, response time, resolution time, ticket volume) and implement strategies for continuous improvement.
• Develop, document, and refine support processes, workflows, and best practices to enhance efficiency and consistency.
• Ensure accurate and consistent use of Duve’s CRM and ticketing systems.
• Act as a primary conduit for structured customer feedback from Support, Customer Success, and Sales into Product, influencing prioritization and product improvements.
• Manage the creation and maintenance of internal and customer-facing knowledge base articles and documentation.
• Identify recurring issues and root causes, and drive corrective actions across teams.

Customer Advocacy:

• Ensure the team maintains a customer-centric approach, prioritizing a positive and empathetic customer experience in every interaction.
• Handle high-priority and escalated customer issues professionally and efficiently to restore customer trust and satisfaction.
• Identify opportunities to proactively address common pain points and improve the overall customer journey.

Qualifications:

• Bachelor’s degree in a relevant field or equivalent practical experience.
• 3+ years of experience in a customer support or technical support role within a SaaS or technology company.
• 1+ year of experience in a team lead, supervisory, or management role.
• Proven track record of managing a team to meet or exceed SLAs and KPIs.
• Deep familiarity with support ticketing systems (Zendesk in particular as well as Salesforce Service Cloud).
• Excellent verbal and written communication skills in English, with an ability to clearly articulate technical concepts to both technical and non-technical audiences.
• Strong analytical skills with the ability to use data to drive decisions and process improvements.