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Head of Global Support

12 hours, 56 minutes ago
North America
Full-time
Executive
Customer Support
Customer and Technical Support
ERP
Apply Now
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
501-1000
Founded 2012
$248M raised
View All Jobs 16

Description

  • Lead and scale a global support organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC.
  • Own queue health, answer quality, first-contact resolution, response and resolution times, CSAT, retention, and customer experience.
  • Transform reactive support into proactive, AI-enabled customer partnership while maintaining empathetic human service.
  • Oversee workforce planning, capacity management, quality assurance, and operational performance across phone, chat, email, and messaging.
  • Deploy and optimize AI and automation across the support operation.
  • Lead support leaders with empathy and accountability, including rebuilding team health after high-pressure periods.
  • Use operational data to identify root causes, validate solutions, and scale improvements.
  • Manage crises and escalations while aligning with Product, Onboarding, and Account Management teams.

Requirements

  • 8+ years of customer support or service experience, including at least 4 years leading teams and other leaders.
  • Experience building and scaling high-volume contact center or support operations across phone, chat, email, and messaging.
  • Experience leading large, fully remote, multi-region and multi-time-zone support teams serving SMB and mid-market/enterprise customers.
  • Experience supporting complex operational software, such as ERP, PMS, POS, or payments platforms.
  • Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment.
  • Experience deploying AI and automation at scale in a support operation.
  • Strong data-driven operational management, root-cause analysis, crisis management, and escalation handling.
  • Bachelor’s degree or equivalent experience in hospitality, business, or technology.
  • Experience leading distributed teams across multiple regions, languages, and cultures.
  • Senior leadership experience managing managers, hospitality or hospitality-technology experience, an advanced degree in Hospitality or Business, or experience establishing a customer recovery motion (preferred).
  • Authorization to work in the role’s location without visa sponsorship.

Benefits

  • Annual compensation of $160,000–$220,000 USD for US-based candidates, with flexibility for packages above the range.
  • Remote-first work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home office stipend based on country of residence.
  • Professional development courses 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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