[Hiring] Director of Customer Support @Canada 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
• The wellbeing of the people who deliver it
• Raising first contact resolution
• 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
• Direct, hands-on hotel or resort operations experience in a guest-facing role
• 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
• A bias toward fixing root causes
• 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
• 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

Benefits

• Work from home in eligible locations across Canada, with flexibility to work and travel
• Open PTO beyond statutory minimums, paid Canadian holidays, and 5 paid sick days
• Cloudbeds matches 100% of your contributions, up to 4% of eligible earnings
• Extended healthcare coverage, including prescription drugs, dental, vision, and paramedical services for you and your eligible dependents
• Company-paid Life & AD&D insurance (3x annual earnings, up to $500,000), with disability and critical illness coverage also available
• Paid maternity and partner leave, plus confidential 24/7 Employee Assistance Program (EAP) support
• A one-time home office setup stipend and recurring WiFi and phone stipends
• Professional development through Cloudbeds University and 1 paid Volunteer Day per quarter through Cloudbeds Cares