Lead Software Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $65k - $75k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TravelNet Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

☁️ SaaS

✈️ Travel

Hospitality • SaaS • Travel

TravelNet Solutions is a hospitality software provider offering enterprise-class property management and distribution solutions for professional vacation rental and multi-unit operators. Its platform centralizes property management (PMS), trust accounting, owner portals, housekeeping/property care workflows, channel distribution and direct booking, payment processing, CRM, analytics/insights, and AI-driven automation to optimize revenue and operations. The company emphasizes enterprise scalability, deep integrations and API connectivity to connect with third-party tools and support large, multi-region portfolios.

📋 Description

• Handle a consistent volume of tickets, chats, and calls while maintaining high-quality customer interactions • Lead and coach a team of Tier 1 specialists, driving engagement, accountability, and consistent performance • Own QA across tickets, chats, and calls, and turn reviews into real-time coaching • Act as the first escalation point for Tier 1, resolving issues and documenting context and reproduction steps for Tier 2 escalations • Monitor queues and workload distribution to keep response times and SLAs on track • Run regular 1:1s, deliver direct feedback, and support onboarding and growth of new team members • Identify trends in team performance and customer pain points and report insights to leadership • Report to the Director of Customer Support

🎯 Requirements

• Strong experience in a Tier 1 or Tier 2 support role within a SaaS or customer-facing environment • Prior experience leading, coaching, or managing a team, including performance conversations • Track record of handling high ticket volume without sacrificing quality • Ability to learn accounting, finance, or payments workflows quickly • Strong documentation habits and attention to detail in ticket and QA review • Excellent written and verbal communication • Experience with Zendesk, Salesforce, or a similar support platform • General understanding of how software gets built and shipped, including outages, releases, and regressions • Background in hospitality or short-term rental

🏖️ Benefits

• Full medical, dental, and vision coverage • Flexible paid time off • Health Savings Account with up to a $2,000 annual match • Flexible Spending Accounts • Up to $900 a year in Wellness Rewards • Retirement plan with employer match • Unlimited access to professional training and development • Company-paid life insurance • Company-paid long-term disability coverage • Flexible work environment • $150 quarterly gift for personal use • Eligibility for a 10% annual incentive tied to company performance