[Hiring] Head of Global Support @Canada Job Posts

Role Description

As the Head of Global 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

You will bring the operating discipline of a large-scale contact center and pair it with an AI platform that already touches nearly every ticket we receive.

Qualifications

• Built and scaled high-volume contact center or support operations across phone, chat, email, and messaging
• Led large support organizations serving both SMB and mid-market/enterprise customers, with different service models for each
• Ran multi-region, multi-time-zone, fully remote teams with full accountability for first contact resolution, response and resolution times, CSAT, and retention
• Supported a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime costs the customer real money
• Deployed AI and automation at scale in a support operation
• Lead other leaders with empathy and accountability
• Run the operation on data: you know your numbers, find root causes, and prove a fix before scaling it

Requirements

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders
• 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
• A bias toward fixing root causes
• Experience leading distributed teams across multiple regions, languages, and cultures
• Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment

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
• Hospitality or hospitality-technology experience (property operations, distribution, PMS)

Benefits

• Work from home in eligible locations across Canada, with flexibility to work and travel in accordance with company policies
• 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