Head of Global Support

The role

You will lead the global support organization and own the experience for hoteliers. You will manage the support queue, quality, and workforce planning while transforming reactive support into proactive partnership using AI.

What you will do

• Lead the global support organization
• Own the experience hoteliers have when they need support
• Manage the health of the queue and quality of answers
• Drive first contact resolution and lower resolution times
• Apply operating discipline including workforce planning and data analysis
• Deploy AI and automation at scale
• Lead other leaders with empathy and accountability
• Run the operation on data to find and fix root causes

Required qualifications

• 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
• Ran multi-region, multi-time-zone, fully remote teams
• Supported a complex operational software product
• Deployed AI and automation at scale in a support operation
• Lead other leaders with empathy and accountability
• Run the operation on data
• 8+ years in customer support or service
• 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
• Experience leading distributed teams across multiple regions, languages, and cultures

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)

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

Before you apply

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas

About the company

Cloudbeds is a remote team that builds a platform powering hotels across 150 countries. The company has been recognized for excellence and is building AI-powered solutions for the hospitality industry.