Support Manager

About RMS Cloud

At RMS Cloud, our people create innovative solutions that empower the hospitality industry across the globe. As a rapidly growing SaaS company, we have developed a robust and fully integrated property management system with a comprehensive suite of native features, trusted by businesses in over 70 countries.

Every team member at RMS Cloud plays a key role in shaping the future of our platform and our business. Together, we are driving innovation and making a real impact on the global hospitality landscape.

Your Impact:

As the Customer Success Support Manager, you'll play a pivotal role in shaping the customer experience across our global client base. Your leadership, strategic thinking, and SaaS expertise will directly elevate customer satisfaction, support performance, and operational efficiency. By empowering your team and optimising support workflows, you'll ensure RMS clients receive exceptional service that strengthens long-term partnerships and drives business success.

What you'll be doing:

• Leading, coaching, and developing a high-performing team of Customer Success Representatives and Product Specialists.
• Managing critical customer incidents with confidence, driving timely resolutions, minimising impact, and ensuring clear communication throughout.
• Acting as the key escalation point for complex issues while maintaining strong SLA compliance.
• Analysing support workflows and using data-based insights to optimise processes, speed up resolution times, and enhance the customer experience.
• Partnering closely with Product, Engineering, Training, and Customer Success teams to resolve root causes and influence product improvements.
• Building strong relationships with clients, gathering insights, and championing their feedback internally as the voice of the customer.
• Reporting on team performance, customer satisfaction, and support metrics, providing actionable insights that support continuous improvement.

What you'll bring:

• Proven experience leading customer-facing support teams within a SaaS environment.
• Strong leadership skills with the ability to motivate teams, build capability, and cultivate a collaborative, customer-first culture.
• A track record of successfully managing escalations, delivering projects, and resolving complex client issues.
• Strong analytical mindset with experience improving processes through data and metrics.
• Excellent communication, relationship-building, and stakeholder management skills.
• Confidence in navigating fast-paced environments with resilience, adaptability, and sound judgement.
• Proficiency in customer support platforms, project management tools, and incident management best practices.

What can you expect from us?

• Structured Career Growth -
  With transparent development pathways and genuine global mobility opportunities, you'll have the support and visibility needed to advance your career at RMS.
• Freedom to Create -
  We want to hear your ideas You'll have the freedom to innovate and make an impact with your work.
• Hybrid Work -
  Enjoy the best of both worlds with the flexibility to work from home and connect with the team in the office when needed.
• Impactful Work in a Global Company -
  You'll be part of a growing global team where your work directly contributes to the success of our business and makes a real difference in the hospitality industry.
• Inclusive & Collaborative Culture -
  We're a friendly, dynamic team where everyone's voice is heard, and working together drives our success.
• An Innovative & Empowering Environment -
  Work in a space that encourages creativity, new ideas, and problem-solving to help you grow and thrive in your career.