ROLE OVERVIEW

At IDS Next, our customers are hoteliers who cannot afford a moment of uncertainty. When a front desk is checking in a full house or a night audit is running against the clock, the quality of our support is felt immediately at the property, by the guest and by the team behind them.

I am looking for a seasoned leader to head our global Support function, someone who understands both sides of the counter: how a hotel truly operates, and how the technology underneath it behaves.
Our customers' trust is reflected in our numbers: we currently maintain a CSAT score of 9.5+ and a customer retention rate of 98%. The leader we bring on board will sustain and scale this standard as our global footprint grows.

We are also well along the path of automation and AI adoption, with Salesforce Agentforce already in active use across our support operations. The next phase of our growth will be shaped by how intelligently we combine people, process, and technology.

What you will lead:

• Global support operations for our hospitality product suite, serving customers across more than 54 countries.
• Sustaining and scaling a CSAT score of 9+ and a 98% customer retention rate.
• A multi-tier support organisation, with clear ownership, escalation discipline, and measurable service levels.
• Resolution of complex issues spanning PMS, POS, finance, procurement, and distribution integrations, including channel managers and central reservation systems.
• Advancing our automation and AI agenda to reduce cost-to-serve while elevating the customer experience.
• Direct engagement with hotel leadership during critical incidents and service reviews.

What you will bring:

• A minimum of 12 years of experience in hospitality operations, hospitality technology, or a closely related field.
• An extensive, practical understanding of hotel operations: front office, F&B, night audit, revenue, and back-office finance.
• Strong command of hospitality technology, including PMS, POS, interfaces, and cloud-hosted platforms.
• Familiarity with AI-driven support platforms such as Salesforce Agentforce, and a mindset that instinctively looks to scale through technology and automation.
• A proven record of leading and scaling support teams in an enterprise or SaaS environment
• Sound judgement under pressure and the executive presence to represent IDS Next before senior client stakeholders.
• A data-driven approach to SLAs, backlog health, root-cause analysis, and customer satisfaction.

If you have worked a shift in a hotel and also led the team that keeps its systems running, I would very much like to hear from you.

If you are interested in this opportunity, send your updated CV to hr@idsnext.com, mentioning the title of the position on the subject line.