• Deliver outstanding customer support via phone calls, chats, and emails; • Manage day-to-day guest communication and ensure a smooth guest experience; • Ensure the operational success of our guest services and maintain high levels of guest satisfaction; • Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms; • Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures; • Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently; • Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction; • Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately; • Process booking modifications, including extensions, date changes, and special requests promptly; • Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.

• Connect with customers: Alternate between high-touch contacts (meetings/phone) and scaled channels (email/WhatsApp), ensuring a consistent presence according to each customer’s needs. • Be consultative: Conduct business diagnostics and identify customer pain points to define, monitor and execute a success plan connected to the Omie Ecosystem. • Monitor outcomes: Track health and engagement metrics, working to ensure customers perceive value in the solution and achieve success. • Focus on retention: Act as a guardian of your portfolio, proactively identifying risks and taking actions to prevent cancellations. • Ensure customer satisfaction: Serve as the primary point of contact and strategic partner during the customer’s initial journey. • Guide the journey: Manage a portfolio of customers in the early stages, ensuring implementation and adoption of the system. • Know the product: Master product knowledge to effectively engage customers and drive adoption.

Role Description We are seeking a highly experienced Director of SaaS Customer Support Operations & Automation to lead, rebuild, and scale a customer support organization supporting complex, mission-critical SaaS products. This role is specifically focused on supporting SaaS customers who pay for and actively use a software product. It is not focused on IT delivery, implementation, migration, infrastructure, or managed services projects. The ideal candidate has deep experience leading customer-facing support teams in a SaaS environment, managing support managers and specialists, improving support operations through data and process optimization, and implementing automation and AI-driven support workflows. This is a hands-on leadership role for someone who can step into a complex support environment, assess what is working, identify gaps, rebuild operational frameworks, and create measurable improvements in customer experience, team performance, efficiency, and scalability. You will lead a team of approximately 11 professionals, including 3 support managers and 8–9 support specialists, while working closely with Product, Engineering, and Leadership teams. Qualifications - 10+ years of experience in customer support, technical support, support operations, or customer experience operations. - Significant leadership experience owning customer-facing support organizations end-to-end. - Previous experience managing managers and support specialists. - Direct experience supporting SaaS customers who pay for and actively use a software product. - Strong experience with complex, technical, or mission-critical SaaS products. - Proven experience improving support processes, workflows, escalation paths, and operational systems. - Strong experience using data and metrics to improve support performance. - Hands-on experience with Intercom or similar customer support platforms. - Proven experience implementing automation, AI, self-service, or workflow optimization within a support environment. - Strong understanding of support KPIs, including CSAT, SLA performance, resolution time, deflection rates, ticket volume, and backlog management. - Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams. - Strong technical fluency and ability to understand complex product issues. - Highly analytical, execution-oriented, and comfortable leading change in a fast-paced environment. Requirements - Experience leading customer support for a SaaS product, not only IT services, consulting, implementation, migration, or delivery projects. - Experience managing people, ideally including support managers or team leads. - Experience improving support operations through process improvement, data, automation, AI, or self-service initiatives. - Experience working closely with Product and Engineering on customer-impacting technical issues. - Experience building scalable support processes, not just maintaining existing workflows. Company Description A fast-growing B2G SaaS company is helping modernize public transportation through an AI-native transit operations platform. Its cloud-based software enables transit agencies to manage and optimize services such as microtransit, paratransit, fixed-route operations, dispatching, bookings, routing, fleet coordination, and rider experiences.

• Case-closing handling of customer inquiries • Service-oriented communication with customers – by phone and in writing • Independent processing of contract transactions • Ensuring agreed service level agreements (SLAs) • Close collaboration within a dedicated project team • Active participation in the further development of processes and workflows • Shaping the collaboration with our insurance partners