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, cutting-edge, 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

1. Lead and support Team Leads in managing daily support operations
2. Ensure service levels and response times are consistently met
3.



Monitor ticket queues and proactively address backlogs or aging cases
4. Drive continuous improvement in workflows and processes
5. Bring creative ideas to improve performance, efficiency, and team effectiveness
6. Analyze performance data and identify trends or improvement opportunities
7. Handle escalated client or partner issues with professionalism and urgency
8. Collaborate cross-functionally with Finance, Supply, Demand and Technology teams
9. Support workforce planning and 24/7 coverage strategies
10. Foster a culture of accountability, ownership, and engagement

What We’re Looking For

1. 5+ years of experience in customer support or operations
2. 2+ years of leadership experience managing supervisors or team leads
3. Experience working in fast-paced service environments (travel, hospitality, fintech, or B2B preferred)
4. Strong understanding of SLA management and ticketing systems
5. Data-driven mindset with strong analytical skills
6. Exceptional communication and escalation management skills
7. Proven ability to coach and develop leaders
8. Fluent English (spoken and written) is required
9. Flexible availability, including weekends, day shifts, and overnight shifts as business needs require
10. Innovative mindset with a strong focus on continuous improvement

What Success Looks Like

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

Why Join Us?

1. Remote opportunity
2. Opportunity to shape and elevate a growing support organization
3. High-impact role with visibility across departments
4. 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 (India)
🏢 HotelTrader LodgIQ (India
📍 India