Company Description
Hotel Trader

is a

VC-backed ,

cloud-native B2B platform

transforming how hotels connect with global demand. Founded by

serial travel-tech entrepreneurs

and backed by

Highgate Technology Ventures (HTV) , we’re building the next generation of hotel distribution—automated, scalable,

and intelligence-driven , integrated directly with CRS/PMS systems.

Scale that speaks for itself:
•

1B+

search requests per day
•

40ms

average response time
•

200M+

inbound messages daily
• Live integrations with Hilton, Highgate, Wyndham — rapidly expanding across the US and
Europe.

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.

Role Description
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 setting.

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
Innovative 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

Why Join Us?
Remote opportunity
Opportunity to shape and elevate a growing support organization
High-impact role with visibility across departments
Collaborative and performance-driven culture

Designation:

Customer Support Manager
Location:

Hyderabad (mandatory)
Department:

Customer Support
Reports to:

Director of Customer Support

📌 Customer Service Support Manager (Mumbai)
🏢 HotelTrader LodgIQ (India
📍 Mumbai