Are you ready for the best destination of your career?
Spotnana is modernizing the infrastructure for the multi-trillion-dollar travel industry. Our groundbreaking travel platform powers next-generation travel experiences for Fortune 100 companies and the world’s leading airlines, hotel chains, technology providers, and financial services firms.
We are tackling the hardest problems the travel industry has to offer, and we need your help. Join us in our quest to make travel effortless so it’s easier for everyone to build deeper connections, stronger teams, and unforgettable memories.
Culture is always fluid. It evolves as a business grows, along with the people who drive it forward. We seek people who have different perspectives, but shared values. Before you embark on this journey, quickly check in on whether you are aligned with our company values:
- Obsessed with Customer Needs: We earn the trust and loyalty of our customers by solving their problems.
- Do the Impossible: We solve tough problems through innovation and are inspired by unprecedented challenges.
- Build Globally, Serve Locally: We embrace a global mindset and celebrate diversity as we serve customers around the world.
- Act Like Owners: We constantly find problems to solve. Decisions are not made in isolation. We work hard, work smart, and work together.
- Constantly Change, Learn & Evolve: We flourish by adapting quickly to new challenges and by learning from everyone around us. Building something new is not always glamorous work. Roll up your sleeves, get your hands dirty, and evolve.
- Respect Above All: We are humble and treat others with the same respect we desire for ourselves. Our work culture is a safe environment where everyone is open to feedback and new ideas.
How you’ll make an impact
Spotnana is seeking an experienced Director of Global Customer Support to lead and scale our global customer support function. In this highly operational and technical role, you will be responsible for overseeing a global team, driving customer satisfaction, and innovating with AI and omnichannel strategies to support our company's growth.
What You’ll Own:
- Lead, mentor, and manage a global team of support managers and individual contributors. Drive team performance through clear objectives and key results (OKRs) focused on customer outcomes.
- Foster a culture of accountability, innovation, and continuous improvement within the customer support team.
- Lead the development of scalable processes, workflows, and policies to ensure consistent, high-quality customer experiences. Establish a strong foundation for knowledge management and ensure thorough documentation of processes, resolutions, and best practices.
- Collaborate closely with GTM teams (sales, marketing, and customer success) to align support strategies with revenue goals and customer retention initiatives. Partner with Product and Engineering teams to influence product development and ensure support readiness for new features and releases.
- Build and scale customer support systems primarily for channel partners and developers, ensuring tailored approaches to each segment. Implement AI/NLP strategies to automate and improve customer support efficiency while maintaining high levels of customer satisfaction.
- Use strong analytical skills to assess performance metrics and derive actionable insights for continuous improvement. Monitor and report on customer support KPIs, such as customer satisfaction (CSAT), first response time, resolution time, and other SLAs, and drive initiatives to improve these metrics.
Experience to bring with you:
- 10+ years of leadership experience in technical customer support or customer experience..
- Proven experience building and scaling technical support functions for channel partners and enterprise customers.
- Familiarity with AI-driven support strategies.
- Strong leadership skills, and exceptional ability to drive outcomes, innovate, and deliver measurable results aligned with company goals.
- Experience with process development, documentation, and knowledge management systems.
- Strong analytical skills, with a demonstrated ability to derive insights from support metrics and implement improvement plans.
- Excellent communication and collaboration skills, with the ability to work across functions and advocate for customer needs.
- Experience in a high-growth B2B SaaS startup environment.
Let’s talk compensation
Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications.
The annual cash compensation for this role is: $190,000 - $205,000
Benefits offered Include:
- Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
- Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
- Comprehensive benefit plans covering medical (United Healthcare or Kaiser), dental (Guardian), vision (Guardian), life (Mutual of Omaha), and disability (Mutual of Omaha) eective on your hire date. We cover
- 100% of your employee premiums and 85% of your eligible dependents
- Pre-tax flexible spending account options for health, dependent care and commuter expenses
- 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
- Up to 26 weeks of Parental Leave
- Monthly cell phone/internet stipend
- Additional benefits including access to International Airlines Travel Agent Network IATAN membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more
We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.
What the Team is Saying
What We Do
Spotnana is the travel platform that connects humanity. We are modernizing the infrastructure of the travel industry in order to bring freedom, simplicity, and trust to travelers everywhere. Our groundbreaking Travel-as-a-Service platform revolutionizes travel for corporations and consumers, modernizes how travel suppliers sell their inventory, and enables any company to provide the world's best global travel experiences to their customers.
Why Work With Us
We're modernizing a trillion dollar industry responsible for transporting billions of people every year. We believe people form stronger bonds of trust, empathy, and understanding when they gather together in person.
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Spotnana Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Spotnana strives to facilitate a highly collaborative workplace, both virtually and in-person. We have adopted a hybrid workplace model. As not all teams/roles align to a hybrid model, we support alternate working arrangements for eligible positions.
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