Job Type: Full-time

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 andEurope.We’re a remote-first, high-growth company with a strong engineering and data-drivenculture. 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 DoLead and support Team Leads in managing daily support operationsEnsure service levels and response times are consistently metMonitor ticket queues and proactively address backlogs or aging casesDrive continuous improvement in workflows and processesBring innovative ideas to improve performance, efficiency, and team effectivenessAnalyze performance data and identify trends or improvement opportunitiesHandle escalated client or partner issues with professionalism and urgencyCollaborate cross-functionally with Finance, Supply, Demand and Technology teamsSupport workforce planning and 24/7 coverage strategiesFoster a culture of accountability, ownership, and engagementWhat We’re Looking For5+ years of experience in customer support or operations2+ years of leadership experience managing supervisors or team leadsExperience working in fast-paced service environments (travel, hospitality, fintech, or B2B preferred)Strong understanding of SLA management and ticketing systemsData-driven mindset with strong analytical skillsExceptional communication and escalation management skillsProven ability to coach and develop leadersFluent English (spoken and written) is requiredFlexible availability, including weekends, day shifts, and overnight shifts as business needs requireInnovative mindset with a strong focus on continuous improvementWhat Success Looks LikeImproved SLA adherence and response timesReduced backlog and ticket agingStronger team lead performance and accountabilityClear, structured operational reportingHigher overall team efficiency and engagementWhy Join Us?Remote opportunityOpportunity to shape and elevate a growing support organizationHigh-impact role with visibility across departmentsCollaborative and performance-driven cultureDesignation: Customer Support ManagerLocation: Hyderabad (mandatory)Department: Customer SupportReports to: Director of Customer Support

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