Head of Global Support

• What Makes Cloudbeds Unique
• 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.
• 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.
• Our Customer Support Team: Forget the stuffy corporate office. 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 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