Customer Support Manager, North America

About Us

At Rezdy, we’re builders, doers, and difference-makers—driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally. Our technology helps operators thrive while delivering unforgettable moments to travelers around the world.

We work in an industry built on adventure, energy, and human connection—and that same spirit fuels how we show up every day. Spanning North America, Europe, and APAC, our teams are united by bold goals, a bias for action, and an unwavering commitment to delivering for our customers.

But our success starts with people. Our teams are the engine behind everything we create. We value self-starters who take ownership, embrace challenges, and raise the bar—for themselves and those around them. We believe in creating space to grow, take risks, and make a real impact—and we celebrate those who lead with curiosity, grit, and drive.

If you’re passionate about performance, hungry to learn, and ready to help shape the future of travel—this is your kind of place. Let’s build, grow, and win together.

About the Role

We’re looking for an experienced, people-focused Customer Support Manager to lead our North American Support team. This manager will directly oversee our Team Leads (who in turn manage Tier 1 and Tier 2 agents) and will be responsible for driving operational excellence, ensuring high-quality customer experiences, and cultivating a culture of accountability, growth, and continuous improvement.

This role combines strategic team leadership with hands-on operational ownership. The ideal candidate is data-driven, calm under pressure, passionate about customer advocacy, and experienced in scaling support operations in a SaaS environment.

This is an on-site role, 5 days a week in office.

What You’ll Do

People Leadership

• Manage and coach Team Leads and Agents, ensuring they are effectively developing and supporting their teams.
• Support hiring, onboarding, and ongoing development of Support team members.
• Conduct regular performance check-ins, provide feedback, and partner with People / HR on development plans.
• Foster a collaborative, inclusive team environment aligned with our company values.

Operational Excellence

Customer Experience & Escalations

Process & Tooling Improvements

What We’re Looking For

When you join our team, you’re stepping into a culture built on momentum, ownership, and clarity of purpose. We move decisively, think boldly, and stay deeply connected to our customers and the people behind the work. Across all our brands, we believe meaningful impact comes from empowered teams, aligned priorities, and unwavering commitment.

Here’s what you can expect :

You’ll be joining a global team committed to building something that truly matters—and enjoying the ride along the way.

We’d be excited to have you with us. Together, let’s shape the future of the tourism industry.

Salary range : $100,000-130,000