Director of Software Support

Join TravelNet Solutions as a Director of Software Support!

At TravelNet Solutions (TNS) also known as Track, we combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win. TNS is proud to be named an Inc. 5000 Fastest Growing Company in America and a People’s Choice Award winner, reflecting our commitment to innovation, service, and customer success.

This role is perfect for someone who is:

• A self-starter with tremendous initiative and a strong work ethic.
• An excellent communicator and collaborator across functional teams.
• Eager to make a high impact at a product-driven company.
• Adaptable, quick to embrace change, and a fast learner.
• Skilled in creative and critical thinking.
• Detail-oriented, even in a fast-paced environment.
• Passionate about technology and innovation.

This role is not about maintaining the status quo. You will be leading a support organization in the midst of growth, product evolution, and increasing customer expectations. There will be ambiguity, competing priorities, and systems that need to mature. For the right leader, this is an opportunity to build something meaningful, scalable, and lasting.

About TravelNet Solutions

For over 21 years, TravelNet Solutions has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.

Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale. With ongoing investments in platform development, 70+ integration partners, and a growing suite of native features, Track, built on a customer-obsessed mindset, empowers hospitality professionals to achieve digital transformation and operational excellence.

• Our Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers:
• Serve Others: Nurturing growth to help others succeed.
• Grit: Taking ownership and never giving up on what matters most.
• Create the Future: Innovating to disrupt the status quo.

Why Join Us?

• Be part of a fast-moving, dynamic team focused on growth and success.
• Work alongside a talented, collaborative, and supportive team.
• Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution.
• Help reshape the hospitality industry through technology and service innovation.

Position Summary 

The Director of Support owns the vision, strategy, and execution of TravelNet Solutions’ customer support organization. This leader is responsible for delivering consistent, high-quality, and scalable support experiences across all tiers while evolving support operations to match company growth and product complexity.

This role blends strategic leadership with operational rigor. You will lead support managers and their teams, define performance standards, improve systems and workflows, and act as a key customer advocate internally. Success in this role means improving customer satisfaction, reducing friction, strengthening product feedback loops, and building a support organization that scales confidently.

Key Responsibilities

Leadership & Strategy

• Lead, mentor, and develop a team of Support Managers and their respective Tier 1, Tier 2, and Tier 3 teams
• Define and execute a multi-year support strategy aligned with company growth, product roadmap, and customer needs
• Foster a culture of ownership, accountability, continuous improvement, and customer advocacy
• Serve as a senior voice for Support in cross-functional planning and executive discussions

Operations & Performance Management

• Establish, track, and optimize key support metrics including CSAT, NPS, response time, resolution time, backlog health, and first-contact resolution
• Design and improve workflows, escalation paths, and operating cadences to ensure consistent service delivery
• Own the support escalation process and act as a senior escalation point for high-impact or complex customer issues
• Drive automation, tooling improvements, and platform strategy within Zendesk and related systems
• Continuously improve self-service, knowledge management, and AI-driven support capabilities

Customer Experience & Advocacy

• Build strong relationships with key customers through effective issue resolution and transparent communication
• Translate customer feedback and support insights into actionable input for Product and Engineering
• Ensure a seamless, omnichannel support experience across chat, email, phone, and community channels
• Partner with Customer Success and Sales to support retention, expansion, and long-term customer trust

Team Growth & Development

• Attract, retain, and develop top support talent at all levels
• Create clear career paths, training programs, and coaching frameworks for managers and individual contributors
• Build an inclusive, collaborative team environment that values learning, innovation, and excellence
• Lead change effectively as the organization scales and evolves

Required Qualifications

• 5+ years of progressive leadership experience in technical or customer support within a SaaS or enterprise software environment
• Proven success building, scaling, and leading multi-tiered support organizations (Tier 1–3)
• Strong people leader with a track record of developing managers and building high-performing, customer-focused teams
• Demonstrated ability to use KPIs, trend analysis, and operational data to drive decision-making and continuous improvement
• Hands-on experience with Zendesk required, including workflow design, automation, and reporting
• Experience with Jira or similar tools preferred, with the ability to influence cross-functional processes and platform strategy
• Strong communication skills with the ability to operate effectively at both executive and frontline levels

Compensation:

Annual Salary: 120,000 + 20% incentive based on company results, on track earnings (OTE) of $144,000

Perks and Benefits:

• Full medical, dental, and vision coverage
• Flexible Paid Time Off
• Unlimited access to professional training and development
• Health Savings Account with up to a $2,000 annual match
• Up to $900 in annual Wellness Rewards
• Flexible work environment
• Free life insurance and long-term disability coverage
• Flexible Spending Accounts
• Retirement plan with employer match
• $150 quarterly gift for personal use
• Competitive wages
• Work with an amazing team!

Work Schedule

Monday to Friday, Core Business Hours (8 to 5 CST) can be in any timezone