Technical Support Team Leader - Hotel SaaS

Job Description

Job DescriptionDescription:

What we’re all about:

SHR is part of Access Group's Hospitality division, delivering innovative B2B SaaS solutions that empower the hospitality industry. Our comprehensive suite of products—including distribution, digital marketing, Customer Relationship Management (CRM), and revenue management (RMS) solutions—helps small-to-medium hotel groups, casinos, and large independent hotels operate more efficiently, engage customers, and grow revenue.

At Access Group, we’re committed to being a global leader in hospitality technology. You’ll be part of a team that drives measurable business outcomes, delivers exceptional customer experiences, and shapes lasting partnerships—making a real impact on our clients and the industry.

About you:

As the Technical Support Team Leader, you are confident, self-motivated, and thrive in dynamic, collaborative environments. You combine a passion for technology with a talent for coaching and inspiring others. In this role, you will directly lead a team of 6–8 Technical Support Engineers, ensuring exceptional customer satisfaction during both project implementation and complex troubleshooting for SHR products.

You will be hands-on—mentoring team members, resolving escalated cases, and ensuring operational excellence—while fostering a culture of learning, accountability, and customer-first service. You will also serve as the escalation point for complex technical challenges or customer interactions and manage your own client-facing cases while primarily supporting your team. You will collaborate cross-functionally across the Access Group, contributing directly to team and organizational success. This is an exciting opportunity for a detail-oriented, technically minded leader ready to make an impact and advance their career in management.

Day to day you will:

• Partner with the Support Director to implement team strategies and operational excellence initiatives, driving measurable results and team success.
• Lead and train a team of Technical Support Engineers to triage, diagnose, and resolve all designated inbound customer inquiries regarding the SHR platform, ensuring exceptional customer experiences.
• Monitor phone and case queues to maintain timely, accurate, and high-quality responses.
• Perform open case reviews to evaluate team performance, providing actionable feedback and guidance for continuous improvement.
• Ensure responses to support cases are documented in Salesforce, resolved efficiently, and meet or exceed prescribed SLAs.
• Raise internal awareness and advocate on key trends, customer experience gaps, and product improvement opportunities identified through case reviews.
• Follow up on low Transactional Net Promoter Score (tNPS) feedback to identify and implement enhancements that improve customer satisfaction.
• Conduct regular one-on-one coaching sessions with team members to support both performance growth and skills development.
• Manage daily team logistics, including schedules, resource allocation, and approval of vacation requests.
• Organize and facilitate daily team meetings focused on unassigned case assignments, workload balance, and knowledge sharing.
• Handle customer escalations originating from the team, using them as mentoring opportunities to strengthen technical and communication skills.
• Assist the Support Director with writing and conducting performance reviews, recognizing achievements and identifying growth areas.
• Champion case-deflection strategies to reduce inbound inquiries while expanding customer self-service resources.
• Document technical processes and procedures and develop or review content for the customer knowledge base and internal knowledge management systems (e.g., Confluence).

Requirements:

Your skills and experience include:

Required:

• 3–5 years of team leadership experience managing technical support teams of 5+ people in customer service or hospitality technology.
• Demonstrated experience in performance management, coaching, and developing team members.
• Advanced technical support and issue resolution experience with customer-facing responsibilities via phone and email.
• Proficiency in Microsoft Word, Excel, Outlook, and Customer Relationship Management (CRM) systems.
• Experience with Salesforce administration.
• Proven ability to create and maintain technical documentation and improve support processes.
• Flexibility to support after-hours and weekend technical escalations as needed.

Preferred:

• Strong interpersonal and communication skills, with ability to collaborate across teams and deliver exceptional customer service.
• Experience or knowledge of SHR Central Reservation System (CRS), hotel Customer Relationship Management (CRM), or Revenue Management System (RMS) is a plus.\
• Effective leadership attributes, including approachability, solution-oriented thinking, and the ability to manage multiple priorities.
• Initiative to identify process improvements and enhance team capabilities.
• Conflict resolution and difficult conversation management skills.
• Data analysis skills to interpret team metrics and inform performance decisions.

Applicants must be authorized to work in the U.S. without sponsorship from the employer for this opportunity.

What does Access offer you?

We are a growing software company, and we deliver what we say we do! We take the development of our people seriously and we will work with you to carve out your success plan and provide opportunities to accelerate your career and make a real difference.

If you join our team, you’ll soon discover that we excel at building strong, enduring relationships, including those with our employees. On top of a competitive salary, you’ll receive the following benefits and much, much more:

• 22 days paid time off
• 11 company paid holidays
• Medical, dental & vision insurance
• 401(k) with 5% company match
• Short-term and long-term disability insurance
• Parental leave for birthing and non-birthing parents
• Flexible work environment

Compensation: The anticipated base salary for this position is expected to be $105,000 - $120,000 annually. Final compensation will be determined based on a variety of factors, including location, qualifications, experience, and skill set. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy.

The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable federal, state, or local law.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let’s make a difference together.