Head of Global Support
Job description
Head of Global Customer Support at Cloudbeds, leading the global support organization and owning the hotelier support experience. The role transforms reactive support into proactive partnership, combining AI at scale with human empathy.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote
- Pay
- USD 160,000 – 220,000 / year
What you'll do
- Lead the global support organization and own the experience hoteliers have when they need support
- Transform reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality
- Be 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 operating discipline with an AI platform that already touches nearly every ticket received
What we're looking for
- 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: know the numbers, find root causes, and prove a fix before scaling it
- 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 — 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
Nice to have
- 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)
Your team
Customer Support Team
A completely remote global team of innovators and hospitality experts spanning roughly 130 coaches and advanced support specialists across LATAM, EMEA, and APAC, organized into teams led by experienced leads and senior leads.
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
Apply
Direct apply at Cloudbeds
Opens the job posting at Cloudbeds
About Cloudbeds
We're not just building software, we're transforming hospitality.
Cloudbeds' platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, it helps hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. Founded in 2012, Cloudbeds is a completely remote team building AI-powered solutions for hoteliers.
Key facts
- 650+ team members
- 2012
- hospitality technology
- Platform powers hotels across 150 countries
- Processes billions in bookings annually
- Integrates with hundreds of partners
- 650+ team members across 40+ countries
- Team speaks 30+ languages
- Winner – Hotel Management Software | HotelTechAwards (2026)
- Overall 10 Best Places to Work | HotelTechAwards (2026)
- Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
- Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
- Most Loved Workplace® Certified (2024)
What they value
- Remote First, Remote Always
- Everyone is Welcome - A Culture of Inclusion