SiteMinder
Global Support
CustomerSupportTeamLeader
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Support Team Leader at SiteMinder. Skills: Customer Success, Team Leadership, Customer Support. Coach team members. Engage team members”
Industry & Context.
Data-driven decision making
What They're Looking For.
Must Have
Experience leading diverse teams, Experience working in Software or IT environments, Ability to remain calm under pressure, Ability to juggle multiple projects, Ability to say no, Foster a high performance culture, Encourage open exchange of information, Actively listen to others, Translate strategic goals into actionable plans, Readily adapt to competing demands, Maintain composure, positivity and patience, Inspire others to take ownership, Perform at their best, Clearly communicate verbally, Clearly communicate in writing, Lead by example, Seen as a role model, Understand and make decisions based off data, Make timely, confident decisions
What You'll Do.
Supervise team members
Deliver excellent customer service
Act as primary point of contact
Ensure smooth operation
Ensure collaboration across teams
Ensure team efficiency
Ensure team development
Build a team of support consultants
Put the customer first
Monitor team performance
Deliver team performance
Review performance gaps
Implement action plans
Conduct performance reviews
Conduct team meetings
Evaluate individual performance
Identify new team members
Hire new team members
Collaborate with other teams
Deliver great customer experiences
Identify training needs
Organise team building activities
Collaborate with other people
Develop an atmosphere
Feel confident to contribute
Feel happy to contribute
Participate in global projects
How You'll Work.
Team & Collaboration
Collaboration across teams; Collaborate with other teams; Build consensus with others
Communication Scope
Verbal communication; Written communication
Full Job Description
At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together! What We Do… We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply. We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between. And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year. About the Customer Support Team Leader role... The Customer Support Team Leader role is an integral member of our Global Customer Support team. Responsible for Coaching, Engaging, Supervising, Leading and Developing our General Services team to deliver excellent customer service. As Support TL, you will be the primary point of contact for team members, acting proactively to ensure smooth operation and collaboration across teams. Leading by example, the Support Manager is responsible for the efficiency, quality and development of the team. What you’ll do… - Build a team of support consultants who put the customer first. - Monitor and delivery of team performance on a daily basis. - Review gaps in performance for the team and putting action plans in place for individuals not achieving performance targets. - Conduct 1:1s, performance reviews and team m
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