Director of Customer Support

2 hours, 12 minutes ago
Full-time
Executive
Customer and Technical Support
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
251-1K
Founded 2012
$248M raised

Description

  • Lead a global, multi-time-zone customer support organization across LATAM, EMEA, and APAC.
  • Own first contact resolution, response and resolution times, CSAT, retention, queue health, and answer quality.
  • Lead managers and support leaders across regions, languages, and cultures with empathy and accountability.
  • Scale and transform high-volume support operations while improving team health and morale.
  • Deploy AI-assisted support while prioritizing accuracy and customer experience.
  • Manage crises, escalations, and cross-functional alignment with Product, Onboarding, and Account Management.
  • Translate technical and operational concepts into practical guidance for customers and internal teams.
  • Identify root causes, improve processes, and validate fixes before automating them.
  • Develop customer recovery or save motions for at-risk accounts.

Requirements

  • 8+ years of customer support or service experience, including 4+ years leading teams and other leaders.
  • Direct customer support leadership experience for a SaaS or software product.
  • Hands-on hotel or resort operations experience in a guest-facing role, such as front desk, guest services, or general management.
  • Bachelor’s degree or equivalent experience in hospitality, business, or technology.
  • Experience scaling a high-volume support function through significant change or transformation.
  • Strong crisis management, escalation handling, and cross-functional collaboration skills.
  • Experience leading distributed teams across multiple regions, languages, and cultures.
  • Senior leadership experience managing managers across multiple regions preferred.
  • Advanced degree in Hospitality or Business preferred.
  • Current authorization to work in the position’s location without visa sponsorship.

Benefits

  • Fully remote, remote-first work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home office stipend based on country of residency.
  • Professional development through Cloudbeds University.
  • Manager training, upskilling, and knowledge-transfer opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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