Head of Global Support - Cloudbeds

About Cloudbeds

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners—all powered by a completely remote team.

How You'll Make an Impact

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 queue health, response quality, and team wellbeing—raising first contact resolution and driving down resolution times while keeping the customer experience human. You'll pair large-scale contact center operating discipline (workforce planning, queue health, quality, and data) with an AI platform that touches nearly every ticket received.

Our Customer Support Team

We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 130 coaches and advanced support specialists across LATAM, EMEA, and APAC, organized into teams led by experienced leads and senior leads.

What You Bring to the Team

• 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 tailored service models
• Managed multi-region, multi-time-zone, fully remote teams with full accountability for first contact resolution, response/resolution times, CSAT, and retention
• Supported complex operational software products (ERP, PMS, POS, payments) where downtime impacts revenue
• Deployed AI and automation at scale within a support operation
• Led other leaders with empathy and accountability, maintaining team health under high-pressure conditions
• Data-driven operational style: understanding metrics, discovering root causes, and validating fixes before scaling

What Sets You Up for Success

• 8+ years in customer support or service, including at least 4 years managing leaders
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Proven track record scaling high-volume support through organizational transformation
• Strong crisis management and escalation handling with cross-functional alignment across Product, Onboarding, and Account Management
• Experience leading distributed teams across multiple regions, languages, and cultures
• Hands-on experience with workforce management, capacity planning, and QA programs

Bonus Skills

• Senior leadership experience managing managers across multiple global regions
• Advanced degree in Hospitality or Business
• Experience creating customer recovery/save motions for at-risk accounts
• Hospitality or hospitality-technology domain experience (property operations, distribution, PMS)

Benefits & Perks

• Remote First, Remote Always
• PTO aligned with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses via Cloudbeds University
• Continuous learning, leadership training, and knowledge-sharing opportunities