Head of Global Support

13 hours, 36 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
501-1000
Founded 2012
$248M raised

Description

  • Lead the global customer support organization across LATAM, EMEA, and APAC.
  • Own queue health, support quality, first-contact resolution, response and resolution times, CSAT, retention, and team wellbeing.
  • Transform reactive support into proactive, AI-enabled customer partnership while maintaining a human customer experience.
  • Scale and optimize support across phone, chat, email, and messaging for SMB, mid-market, and enterprise customers.
  • Lead support leaders and rebuild team health through periods of high pressure and change.
  • Oversee workforce planning, capacity planning, quality assurance, and contact-center operations.
  • Use operational data to identify root causes, validate solutions, and scale proven improvements.
  • Partner with Product, Onboarding, and Account Management to manage escalations and improve customer outcomes.

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.
  • Experience supporting complex operational software, such as ERP, PMS, POS, or payments platforms.
  • Experience deploying AI and automation at scale within a support operation.
  • Hands-on experience with workforce management, capacity planning, and QA programs in a contact-center environment.
  • Strong crisis management, escalation handling, and cross-functional alignment skills.
  • 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 technology experience, an advanced degree in hospitality or business, or experience building customer recovery programs (preferred).
  • Current authorization to work in the role's location without visa sponsorship.

Benefits

  • 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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