Is the Lead Software Support Specialist position at Track (a TravelNet Solutions company) fully remote?

Yes, this Lead Software Support Specialist position at Track (a TravelNet Solutions company) is fully remote and you can work from anywhere in the world.

Is this a full-time or part-time Lead Software Support Specialist role?

This is a full-time Lead Software Support Specialist position at Track (a TravelNet Solutions company).

What benefits does Track (a TravelNet Solutions company) offer for this position?

Track (a TravelNet Solutions company) offers the following benefits: Paid Time Off, Retirement Plan, Life Insurance.

What is the salary range for the Lead Software Support Specialist position?

The salary range for this Lead Software Support Specialist role is $65k - $75k.

How do I apply for the Lead Software Support Specialist position at Track (a TravelNet Solutions company)?

You can apply for this Lead Software Support Specialist position by clicking the "Apply Now" button on this page, which will take you to Track (a TravelNet Solutions company)'s application portal.

Lead Software Support Specialist at Track (a TravelNet Solutions company)

Worldwide

$65k - $75k

<div><div>   Are you ready to Level Up? Join our growing team as a Lead Software Support Specialist About the role The Lead Software Support Specialist is a working lead who owns both a personal share of support volume and the day-to-day performance of a team of Tier 1 specialists. You will report to the Director of Customer Support, serve as the first line of leadership for your team, and keep escalations to Tier 2 clean and well documented. This is a hands-on seat built for someone who wants to be in the queue every day, not just managing it from a distance. What you will do - Handle a consistent volume of tickets, chats, and calls while maintaining high-quality customer interactions - Lead and coach a team of Tier 1 specialists, driving engagement, accountability, and consistent performance - Own QA across tickets, chats, and calls, and turn those reviews into real-time coaching that sharpens troubleshooting and communication - Act as the first escalation point for Tier 1, resolving what you can and documenting clear context and reproduction steps for anything that moves to Tier 2 - Monitor queues and workload distribution to keep response times and SLAs on track - Run regular 1:1s, deliver direct feedback, and support the onboarding and growth of new team members - Spot trends in team performance and customer pain points, and bring those insights back to leadership What you will bring - Strong experience in a Tier 1 or Tier 2 support role within a SaaS or customer-facing environment - Prior experience leading, coaching, or managing a team, including performance conversations - A track record of handling high ticket volume without sacrificing quality - Ability to learn accounting, finance, or payments workflows quickly, since this role sits close to how customers get paid and billed - Strong documentation habits and attention to detail in ticket and QA review - Excellent written and verbal communication Nice to have - Experience with Zendesk, Salesforce, or a similar support platform - A general understanding of how software gets built and shipped, so outages, releases, and regressions make sense when they hit your team - Background in hospitality or short-term rental You will thrive here if - You can hold two things at once: running a team, and jumping into a ticket yourself when it counts - You stay steady when something breaks that is out of your hands, and help your team do the same Compensation The expected starting base salary range for this role is $65,000 to $75,000, plus eligibility for a 10% annual incentive tied to company performance. Final compensation is based on relevant skills, experience, education, and geographic location. About Track Track is an end-to-end SaaS and Service Operating Platform for short term rental. For more than two decades we have helped hospitality professionals achieve digital transformation and operational excellence, anchored by our flagship Track Property Management System. Our single-vendor ecosystem gives growing vacation rental companies the enterprise-class tools they need to scale, backed by 70+ integration partners, a growing suite of native features, and AI-driven tools that sharpen pricing, distribution, and guest communication. We combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win. Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People's Choice Award winner. Our core values These are the behaviors that shape how we work with each other, our partners, and our customers. - Serve Others: nurturing growth to help others succeed - Grit: taking ownership and never giving up on what matters most - Create the Future: innovating to disrupt the status quo Benefits and perks - Full medical, dental, and vision coverage - Flexible paid time off - Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts - Up to $900 a year in Wellness Rewards - Retirement plan with employer match - Unlimited access to professional training and development - Company-paid life insurance and long-term disability coverage - Flexible work environment, plus a $150 quarterly gift for personal use Equal Employment Opportunity   We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, veteran status, or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply. If you need a reasonable accommodation to complete the application or interview process, contact HR@trackhospitality.com and we will work with you. Ready to Level Up with us? Apply today. <div> </div> </div></div>

Apply Now

Remote Opportunity

Lead Software Support Specialist

Join Track (a TravelNet Solutions company) as a mid professional working remotely from Worldwide. Explore the role, benefits, and apply in one place.

Lead Software Support Specialist

Track (a TravelNet Solutions company)

Full Time

$65k - $75k

3 weeks ago

  Are you ready to Level Up? Join our growing team as a Lead Software Support Specialist About the role The Lead Software Support Specialist is a working lead who owns both a personal share of support volume and the day-to-day performance of a team of Tier 1 specialists.

Worldwide

Engineering

Mid

Team Leadership

Customer Support

SaaS

+5 more

Job Description

Are you ready to Level Up?

Join our growing team as a Lead Software Support Specialist

About the role

The Lead Software Support Specialist is a working lead who owns both a personal share of support volume and the day-to-day performance of a team of Tier 1 specialists. You will report to the Director of Customer Support, serve as the first line of leadership for your team, and keep escalations to Tier 2 clean and well documented. This is a hands-on seat built for someone who wants to be in the queue every day, not just managing it from a distance.

What you will do

- Handle a consistent volume of tickets, chats, and calls while maintaining high-quality customer interactions

- Lead and coach a team of Tier 1 specialists, driving engagement, accountability, and consistent performance

- Own QA across tickets, chats, and calls, and turn those reviews into real-time coaching that sharpens troubleshooting and communication

- Act as the first escalation point for Tier 1, resolving what you can and documenting clear context and reproduction steps for anything that moves to Tier 2

- Monitor queues and workload distribution to keep response times and SLAs on track

- Run regular 1:1s, deliver direct feedback, and support the onboarding and growth of new team members

- Spot trends in team performance and customer pain points, and bring those insights back to leadership

What you will bring

- Strong experience in a Tier 1 or Tier 2 support role within a SaaS or customer-facing environment

- Prior experience leading, coaching, or managing a team, including performance conversations

- A track record of handling high ticket volume without sacrificing quality

- Ability to learn accounting, finance, or payments workflows quickly, since this role sits close to how customers get paid and billed

- Strong documentation habits and attention to detail in ticket and QA review

- Excellent written and verbal communication

Nice to have

- Experience with Zendesk, Salesforce, or a similar support platform

- A general understanding of how software gets built and shipped, so outages, releases, and regressions make sense when they hit your team

- Background in hospitality or short-term rental

You will thrive here if

- You can hold two things at once: running a team, and jumping into a ticket yourself when it counts

- You stay steady when something breaks that is out of your hands, and help your team do the same

Compensation

The expected starting base salary range for this role is $65,000 to $75,000, plus eligibility for a 10% annual incentive tied to company performance. Final compensation is based on relevant skills, experience, education, and geographic location.

About Track

Track is an end-to-end SaaS and Service Operating Platform for short term rental. For more than two decades we have helped hospitality professionals achieve digital transformation and operational excellence, anchored by our flagship Track Property Management System.

Our single-vendor ecosystem gives growing vacation rental companies the enterprise-class tools they need to scale, backed by 70+ integration partners, a growing suite of native features, and AI-driven tools that sharpen pricing, distribution, and guest communication. We combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset to help property managers win.

Track is proud to be named an Inc. 5000 Fastest Growing Company in America and a People's Choice Award winner.

Our core values

These are the behaviors that shape how we work with each other, our partners, and our customers.

- Serve Others: nurturing growth to help others succeed

- Grit: taking ownership and never giving up on what matters most

- Create the Future: innovating to disrupt the status quo

Benefits and perks

- Full medical, dental, and vision coverage

- Flexible paid time off

- Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts

- Up to $900 a year in Wellness Rewards

- Retirement plan with employer match

- Unlimited access to professional training and development

- Company-paid life insurance and long-term disability coverage

- Flexible work environment, plus a $150 quarterly gift for personal use

Equal Employment Opportunity

We celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, veteran status, or any other protected status under applicable federal, state, or local law. We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.

If you need a reasonable accommodation to complete the application or interview process, contact HR@trackhospitality.com and we will work with you.

Ready to Level Up with us? Apply today.

Benefits

Paid Time Off
Retirement Plan
Life Insurance

Skills

Team Leadership

Customer Support

SaaS

Troubleshooting

Performance Coaching

Quality Assurance

Ticket Management

Communication

Ready to Apply?

Join Track (a TravelNet Solutions company) today

Salary Range

$65k - $75k

Posted 3 weeks ago

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