What are the responsibilities and job description for the Customer Support Manager position at Rezdy?
About UsAt Rezdy, we’re builders, doers, and difference-makers—driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally. Our technology helps operators thrive while delivering unforgettable moments to travelers around the world.We work in an industry built on adventure, energy, and human connection—and that same spirit fuels how we show up every day. Spanning North America, Europe, and APAC, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers.But our success starts with people. Our teams are the engine behind everything we create. We value self-starters who take ownership, embrace challenges, and raise the bar—for themselves and those around them. We believe in creating space to grow, take risks, and make a real impact—and we celebrate those who lead with curiosity, grit, and drive.If you’re passionate about performance, hungry to learn, and ready to help shape the future of travel—this is your kind of place. Let’s build, grow, and win together.About the RoleWe’re looking for an experienced, people-focused Customer Support Manager to lead our North American Support team. This manager will directly oversee our Team Leads (who in turn manage Tier 1 and Tier 2 agents) and will be responsible for driving operational excellence, ensuring high-quality customer experiences, and cultivating a culture of accountability, growth, and continuous improvement.This role combines strategic team leadership with hands-on operational ownership. The ideal candidate is data-driven, calm under pressure, passionate about customer advocacy, and experienced in scaling support operations in a SaaS environment.This is an on-site role, 5 days a week in office. What You’ll DoPeople LeadershipManage and coach Team Leads and Agents, ensuring they are effectively developing and supporting their teams.Support hiring, onboarding, and ongoing development of Support team members.Conduct regular performance check-ins, provide feedback, and partner with People/HR on development plans.Foster a collaborative, inclusive team environment aligned with our company values.Operational ExcellenceOwn day-to-day Support operations for the North American region across multiple time zones (EST–PST).Ensure the team meets or exceeds operational targets (response times, SLAs, CSAT, QA scores, backlog, etc.).Oversee queue management and workload distribution to optimize coverage and efficiency.Analyze performance metrics and trends to identify gaps and drive improvements.Customer Experience & EscalationsServe as the escalation point for high-priority, sensitive, or complex customer issues.Partner with cross-functional teams (Product, Engineering, Customer Success, etc.) to resolve escalations and improve recurring issues.Identify opportunities to enhance customer satisfaction and reduce friction across the support journey.Process & Tooling ImprovementsCollaborate closely with our Support Operations team on process refinement, workflow optimization, and knowledge management.Partner on tooling enhancements, particularly within Zendesk, Aircall (or other telephony systems), and internal support infrastructure.Standardize best practices across shifts, teams, and regions.Lead or contribute to support-related projects and initiatives that scale efficiently as the team grows.What We’re Looking For3-4 years of experience in customer support leadership at the management level.Experience managing Team Leads and multi-tiered support teams.Strong comfortability with data analysis and reportingBackground in SaaS or a similar technical customer-centric environment.Strong command of support tools such as Zendesk, Aircall, or comparable telephony/CRM platforms.Proven ability to lead teams toward meeting operational KPIs and improving the overall customer experience.Exceptional communication skills; able to motivate teams, influence stakeholders, and handle escalations with clarity and empathy.Analytical mindset with experience using metrics to guide decisions and optimize operations. When you join our team, you’re stepping into a culture built on momentum, ownership, and connection.We move fast, think big, and focus hard—without losing sight of the people behind the work. Across all our brands, we’re united by a belief that impact comes from empowered teams, clear priorities, and a shared commitment to our customers and each other.Here’s what you can expect:High trust, high impact: We give our people the autonomy to lead, innovate, and make decisions that matter.Curiosity is encouraged: We value learning, asking questions, and pushing boundaries—not just getting things done, but doing them better.Collaboration over ego: We work as one team across geographies and brands. Success is shared, and support is a given.Space to grow: Whether you're stepping into leadership, learning a new skill, or tackling your next big challenge—you’ll be backed to take risks and grow from them.Progress over perfection: We embrace change, move quickly, and are constantly iterating to improve how we work and what we deliver.You’ll be joining a global team that’s passionate about building something that matters—and having a good time while doing it.We’d love for you to join us on this exciting journey. Together, let’s shape the future of the leisure and tourism industry!Salary range: $100K-130K Powered by JazzHR0Ev3YDeUKF
Salary : $100,000 - $130,000
