We're a remote-first, high-growth company with a strong engineering and data-driven

culture. Over the past 18 months, we've tripled our team, achieved 100% year-over-year

revenue growth, and continue to scale rapidly—with real business traction and a growing

global footprint.

Our focus remains on automation, intelligence, and low-latency infrastructure —

enabling real-time connectivity and AI-powered decision systems that redefine how

hotels distribute inventory and pricing at scale.

About the Role

We are looking for a self-driven, innovative, and experienced Customer Support Manager to

lead day-to-day operations within our growing Customer Support team.

This role is ideal for a strong operational leader who thrives in fast-paced environments,

understands service-level accountability, and is passionate about developing leaders and

building high-performing teams.

You will work closely with the Director of Customer Support to ensure operational

excellence, strengthen team leadership, and improve overall customer experience in a fully

remote, 24/7 environment.

What You'll Do

- Lead and support Team Leads in managing daily support operations.
- Ensure service levels and response times are consistently met.
- Monitor ticket queues and proactively address backlogs or aging cases.
- Drive continuous improvement in workflows and processes.
- Bring innovative ideas to improve performance, efficiency,



and team effectiveness.
- Analyze performance data and identify trends or improvement opportunities.
- Handle escalated client or partner issues with professionalism and urgency.
- Collaborate cross-functionally with Finance, Supply, Demand and Technology teams.
- Support workforce planning and 24/7 coverage strategies.
- Foster a culture of accountability, ownership, and engagement.

What We're Looking For

- 5+ years of experience in customer support or operations.
- 2+ years of leadership experience managing supervisors or team leads.
- Experience working in fast-paced service environments (travel, hospitality, fintech, or
- B2B preferred).
- Strong understanding of SLA management and ticketing systems.
- Data-driven mindset with strong analytical skills.
- Exceptional communication and escalation management skills.
- Proven ability to coach and develop leaders.
- Fluent English (spoken and written) is required.
- Flexible availability, including weekends, day shifts, and overnight shifts as business
- needs require.
- Creative mindset with a strong focus on continuous improvement.

What Success Looks Like

- Improved SLA adherence and response times.
- Reduced backlog and ticket aging.
- Stronger team lead performance and accountability.
- Clear, structured operational reporting.
- Higher overall team efficiency and engagement.

📌 Customer Support Manager (Secunderabad)
🏢 Cube Consultancy Services
📍 Secunderabad