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 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)
- Robust 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 (Madhya Pradesh)
🏢 HotelTrader LodgIQ (India
📍 Madhya Pradesh