Are you looking for a meaningful career in a client-focused team environment, where you get to use your excellent leadership and analytical skills to help others? Are you passionate about operational excellence, data-driven decisions, and inspiring teams to deliver world-class support? Are you a customer-focused self-starter, with excellent communication and listening skills, with a passion for leading and growing managers and teams to deliver high customer satisfaction? If so, we want to talk with you!
We are seeking a Director of Customer Support to become part of our Customer Experience and Software Products Leadership teams. We operate a high touch, relationship centered, satisfaction focused contact center that supports professional property managers. In this role, you have the responsibility for leading a team of 50+ employees in North America, through a leadership team of 7 managers. You will report directly to the Senior Vice President of HomeAway Global Customer Experience, as well as sit on the leadership team for HomeAway Software products. You will be tasked with development and execution of strategies to achieve high levels of customer satisfaction in this B2B business throughout the customer lifecycle. We are looking for extraordinary communication and teamwork skills to work effectively in a matrixed environment. Responsibilities include customer onboarding, customer support, information development, and customer relationship management. In addition, you will ensure that team members have the tools and training to do their jobs efficiently, advocate for product improvements, and provide business requirements when changes are needed.
What you’ll do:
Who you are:
Location: This role is based in Austin, TX.
Travel: Up to 20% within North America
What we offer:
Why join us:
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
HomeAway, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.