Customer Support Program Manager

Customer Support Professional

At Enseo, we're redefining what hospitality technology can be. We provide the technology for modern hospitality — helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities. From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo's platform supports some of the most recognized hotel brands in the industry.

Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.

We're looking for a hands-on customer support professional who has worn many hats in a contact center and enjoys the variety. You'll move between the phones and the back office: handling escalated and overflow contacts, coaching agents, leading training and enablement, and building the processes that help the team scale. You'll report to the Vice President of Customer Support and partner closely with our on-site leadership in the Philippines, who run workforce management, quality assurance and new-hire training day to day.

You'll provide a second layer of review, checking and approving changes to that work before they go live. It's a partnership built on close collaboration rather than a reporting line, and it's central to how our support team works.

What You'll Do

• Exercise independent judgment to approve, reject or send back changes to QA standards, forecasts and schedules, SOPs, training curricula and launch readiness plans before they go live
• Set program standards, priorities and success measures for quality, workforce management, training and enablement, in alignment with the VP of Customer Support
• Recommend staffing, tooling and process investments to leadership based on performance data and trends
• Influence and align leaders across sites and functions without direct authority

• Serve as a senior point of contact for complex, high-impact customer escalations, such as when hotel leaders or key accounts need a leadership-level contact, coordinating resolution across support, field service, product and account teams
• Act as a subject matter expert and resource for agents and team leads on complex or unusual issues
• Identify recurring and systemic customer issues from escalations and ticket trends, and drive fixes with product, field service and account teams
• Direct customer contact is occasional and limited to complex escalations; this role does not provide routine queue coverage or fill agent staffing gaps

• Review and approve changes to the QA scorecard, evaluation targets and calibration standards
• Review QA results regularly, spot gaps and hold deliverables to agreed standards and timelines
• Join cross-site calibration sessions and turn QA trends into coaching, training and process fixes

• Lead up training and continuing education, remotely and during site visits
• Own launch readiness for customer support: partner with product, engineering and field teams so agents have release notes, known issues, troubleshooting guides and call-handling guidance before new products, features and changes go live
• Co-build the new-hire curriculum with on-site leadership, who deliver it in person, and approve changes to it
• Create job aids, quick-reference guides, slide decks and knowledge base articles, using AI tools to speed up drafting
• Keep training content current as products, policies and processes change

• Review and approve forecasts, schedules and staffing changes before they go live
• Question assumptions and hold deliverables accountable
• Track service level, AHT, abandonment, FCR and CSAT trends and bring recommendations to leadership

• Map current workflows, identify gaps and propose practical fixes
• Review and approve SOP and process changes before rollout, and keep process documentation current
• Support the rollout of new tools, systems and processes, including testing and user adoption

• Own special projects from kickoff through results
• Travel to customer sites, partner locations and offices in the U.S., Latin America and the Philippines for training, launches, audits and operational support

What We're Looking For

• 5+ years of customer support experience, including at least 2…