Enseo
VP, Customer Support (US)
US · Vp · Full-time
No sponsorship$180k-$185kDetected 8 days ago
DatadogSalesforceAccount ManagementForecastingProcess ImprovementPerformance ManagementCustomer SuccessCustomer SupportZendeskCadenceSystems EngineeringLeadershipCommunicationMentoringNetSuite
About the role
- At Enseo, we're redefining what hospitality technology can be.
- Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities.
- Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.
Responsibilities
- Own the performance of the frontline support contact center across phone, ticket, chat, and email channels
- Establish and maintain service level targets for response time, time to first action, and resolution by severity and customer tier
- Maintain a tiered support model with clear criteria for Tier 1, Tier 2, and Tier 3 routing
- Drive first-contact resolution and reduce unnecessary escalations through training, knowledge management, and tooling
- Own contact center technology stack decisions in partnership with IT, including ACD, ticketing, knowledge base, and customer communication platforms
- Stand up and lead Enseo's proactive monitoring function as net-new operational capability, including the operational watch team, alert response workflows, and proactive ticket creation off telemetry
- Partner with Systems Engineering on monitoring instrumentation, alert tuning, telemetry sources, and observability platform investments; consume monitoring signal and own the operational response
- Own firmware advisory and known-issue notification programs to deployed
- Own the escalation framework and SLAs that govern how tickets move from Tier 1 and Tier 2 into Tier 3 engineering teams in Systems Engineering
- Drive Tier 3 ticket resolution outcomes through aging reviews, structured reporting, and the cross-functional escalation governance forum
Requirements
- Demonstrated ability to serve as the executive operational point of accountability on top-customer escalations, including direct interaction with senior customer stakeholders
- Proven ability to translate operational data into executive narratives and board-ready reporting
- Experience managing a meaningful operating budget with accountability for cost-to-serve outcomes
- Bachelor's degree or equivalent professional experience
- Experience with NetSuite, Salesforce Service Cloud, ServiceNow, Zendesk, or comparable support platforms
- Experience with monitoring and observability platforms (Datadog, SolarWinds, LogicMonitor, PRTG, or comparable)
Skills
- Establish a structured cadence with Sales, CSM, and Account Management on at-risk accounts and named customer watch lists
- Define the work split between US and Manila operations by channel, tier, customer segment, and time zone coverage
- Establish consistent standards, training, quality, and tooling across both sites so customer experience is location-agnostic
- Establish a closed-loop process for acting on customer feedback, with visible accountability and timelines
- Run a quality assurance program with calibrated scoring, coaching loops, and tie-in to performance management
- Schedule Adherence and Workforce Utilization
Compensation
- $180k-$185k
Benefits
- Build and run a property health framework covering uptime, recurring incident patterns, firmware compliance, and at-risk property identification
- Report customer health and proactive performance metrics to the COO and to customer business reviews
- Build workforce management discipline including forecasting, scheduling, shrinkage management, and 24x7 coverage planning
- Proactive Monitoring & Customer Health (Net-New Capability)
- Define the proactive monitoring strategy: coverage targets, alert framework, watch operations model, and staffing footprint across US and Manila
Visa & Work Authorization
- gineering, Product, field resources, and account teams as needed; drive to closure; communicate status to the executive sponsor
This listing is sourced directly from Enseo's careers page and normalized into a canonical job model.