Global Support Lead

Job not on LinkedIn

🔥 31 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• Lead the global support organization and own the experience hoteliers have when they need support • Transform reactive support into proactive partnership by combining AI at scale with hospitality-oriented empathy • Own queue health, answer quality, and the wellbeing of support staff • Raise first contact resolution and reduce response and resolution times while maintaining a human customer experience • Apply large-scale contact-center operating discipline, including workforce planning, queue health, quality, and data • Lead a global organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC • Rebuild support operations from the ground up and serve as a trusted advisor to clients

🎯 Requirements

• 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 accountability for first contact resolution, response and resolution times, CSAT, and retention • Supported a complex operational software product such as ERP, PMS, POS, payments, or similar • Deployed AI and automation at scale in a support operation • Led other leaders with empathy and accountability and rebuilt team health after periods of high pressure • Run operations on data, identify root causes, and prove fixes before scaling • 8+ years in customer support or service, including at least 4 years leading teams and 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 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 in a contact center environment • Senior leadership experience managing managers across multiple regions • Experience standing up a customer recovery or save motion for at-risk accounts • Hospitality or hospitality-technology experience, including property operations, distribution, or 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume