[Hiring] Director of Customer Support @Third-Party Job Posts

Role Description

As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it — raising first contact resolution and driving down resolution times while keeping the customer experience human.

Qualifications

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders
• Direct experience leading customer support for a SaaS or software product
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Excellent crisis management and escalation handling with confident cross-functional alignment across Product, Onboarding, and Account Management
• Experience leading distributed teams across multiple regions, languages, and cultures

Requirements

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention
• Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure
• Apply deep hospitality or hospitality-technology experience to every escalation and process decision
• Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way
• Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams
• Lead other leaders with empathy and accountability across multiple regions, languages, and cultures

Bonus Skills to Stand Out

• Senior leadership experience managing managers across multiple regions
• Advanced degree in Hospitality or Business
• Experience standing up a customer recovery or save motion for at-risk accounts

Compensation

Depending on your skills and experience, you can expect your annual compensation to be between $180,000 - $190,000 USD (The salary is only for US-based candidates).

Please note that we maintain high flexibility, and packages above this range will be considered.

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling and knowledge transfer