Customer Success Development Team Leader

At SiteMinder we believe the individual contributions of our employees are what drive our success. That's why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will keep revolutionising the way for our customers. We are better together

What We Do…

We're people who love technology but know that hoteliers just want things to be simple. So since 2006 we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we're the world's leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder's technology every year.

About your role…

As CS Development team lead, you'll be responsible for the day-to-day management of a team of CS Development Analysts. You'll focus on driving team performance, managing pipeline activities, and ensuring your team consistently meets their targets while maintaining quality customer engagement.

What you'll do…

Team Supervision & Coaching (40%)

• Supervise and support a team of CS Development Analysts in their daily activities

• Conduct regular team meetings and 1:1 check-ins to provide feedback and coaching

• Train new team members on processes, systems, and best practices

• Mentor team members on effective phone and email communication techniques

• Monitor live calls and provide real-time coaching to improve performance

Pipeline & Performance Management (35%)

• Monitor and manage the team's daily pipeline activities across phone and email channels

• Track team performance and productivity against KPIs including outbound calls, emails, contact rates, and meetings scheduled

• Ensure team members are maintaining accurate and up-to-date information in the CRM

• Distribute leads fairly and ensure optimal workload balance across the team

• Prepare daily and weekly performance reports for management

• Prepared at all times to be able to manage direct customer interactions up to 40% of their time if the volume requires it

Process & Escalation Handling (20%)

• Handle escalated customer situations that team members cannot resolve independently

• Serve as the first point of escalation for process questions and customer issues

• Ensure team adherence to established scripts, processes, and quality standards

• Identify and report process gaps or improvement opportunities to senior management

• Coordinate with Customer Success team for smooth handoffs of qualified appointments

Administrative Duties (5%)

• Manage team schedules, time-off requests, and daily coverage

• Maintain team documentation and training materials

• Support recruitment activities including participating in interviews

• Assist with onboarding new team members

What you have…

Experience Requirements:

• Experience as a CS Development Analyst/Representative or similar B2B sales/business development role

• 1+ years of team lead, supervisory experience, or demonstrated leadership capabilities (formal or informal)

• Proven track record of consistently meeting or exceeding individual KPIs

• BPO or contact center experience with understanding of quota-driven environments

Skills & Competencies:

• Strong understanding of pipeline management and lead nurturing processes

• Excellent phone and email communication skills with ability to coach others

• Proficiency in Salesforce including basic reporting

• Ability to interpret performance data and identify trends

• Strong organizational skills with attention to detail

• Natural ability to motivate and support team members

• Good customer influencing skills

Personal Attributes:

• Lead by example mentality with willingness to jump on phones when needed

• Patient and effective when training and developing others

• Calm under pressure with good problem-solving skills

• Genuine passion for helping others succeed

• Comfortable working in a fast-paced, target-driven environment

Our Perks & Benefits…

• Equity packages for you to be a part of the SiteMinder journey

• Hybrid working model (in-office & from home)

• Mental health and well-being initiatives

• Generous parental (including secondary) leave policy

• Paid birthday, study and volunteering leave every year

• Sponsored social clubs, team events, and celebrations

• Employee Resource Groups (ERG) to help you connect and get involved

• Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.