[Hiring] Head of Global Support @Cloudbeds

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.

• Accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it.
• Raise first contact resolution and drive down resolution times while keeping the customer experience human.
• Bring the operating discipline of a large-scale contact center (workforce planning, queue health, quality, and data).
• 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, with strong instincts for where it helps the customer and where it gets in the way.
• Lead other leaders with empathy and accountability, and rebuild team health after periods of high pressure.
• 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 — you challenge process that creates unnecessary work and prove a fix by hand before automating it.
• 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).

Compensation

Depending on your skills and experience, you can expect your annual compensation to be between $160,000 and $220,000 USD. Please note that we maintain high flexibility, and packages above this range will be considered. (The salary is only for US-based candidates).

Work Authorization

Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

Benefits

• Remote First, Remote Always.
• PTO in accordance with local labor requirements.
• 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.