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Level 2 Support Manager

About the Role:

We take on the complex logistics of running every department in a hotel through a unified platform. Our mission is to improve the hospitality experience through technology built for the industry. Our vision is building a global operating system for delivering hospitality that guests dream of.

We are looking for a startup-minded Level 2 Support Manager with a deep technical background to help our support team scale. He/she will be a member of our global support team with the goal of supporting high-quality product that evolves at a very rapid pace. A successful manager will be a leader for our Level 2 support team. You will work with a highly motivated, diverse, and thoughtful group.

 

Qualifications:

  • 5+ year(s) in a Support or QA role with pervious management experience
  • Strong knowledge of web standards
  • Bachelor’s Degree in engineering, ideally computer science 
  • English-speaking, with phenomenal written and verbal communication and are able to relate to engineers
  • Excellent troubleshooting and analytical skills
  • Ability to prioritize issues and escalate appropriately

 

About ALICE:

By joining all of the departments of your hotel with a single operations platform for internal communication and task management, ALICE helps your staff act as a team to provide consistently excellent service. ALICE’s main product - ALICE Suite - brings together your front office, concierge, housekeeping, and maintenance teams, and connects your guests to your hotel with our app and text messaging tools. The ALICE platform is also available as specialized software and mobile applications for your staff (ALICE Staff), your concierge (ALICE Concierge) and your guests (ALICE Guest). Each module can be integrated with your PMS and third party management systems. ALICE’s partners include 3-5 star independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies looking to provide exceptional service through mobile staff technology and guest communication channels. Third-party service providers also use the ALICE API for a host of different ways to integrate with PMS and other systems.


ALICE was founded in 2013 by Justin Effron, Alex Shashou, and Dmitry Koltunov, and has raised $39M to date.

     

    Compensation and Benefits:

    • Competitive salary/Stock option potential

     

    If the company and the role really speak to you, our question is why haven't you applied and/or joined yet?

    You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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