Head of Global Support

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $160k - $220k / year

⏰ Full Time

🔴 Lead

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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 customer support organization • Own the experience hoteliers have when they need support • Transform reactive support into proactive partnership using AI at scale and human empathy • Own queue health, answer quality, and the wellbeing of support personnel • Improve first contact resolution and reduce response and resolution times • Apply large-scale contact-center operating discipline, including workforce planning, queue health, quality, and data • Lead a completely remote global support organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC • Collaborate cross-functionally with Product, Onboarding, and Account Management • Manage crisis response and escalations • Identify root causes, test fixes, and scale improvements

🎯 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 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: you know your 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 — you 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 • 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

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