Global Head of Support — AI-Powered, Remote
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Benefits offered by this job
Job summary
Cloudbeds is a remote-first hospitality software company powering hotels globally with AI-powered solutions. We are seeking a Head of Global Customer Support to lead the 130+ coaches and advanced specialists across LATAM, EMEA, and APAC, driving proactive partnerships and elevating first-contact resolution.
You will shape the support strategy, coach leaders, and scale operations with data-driven discipline.
Qualifications
- Experience leading high-volume support operations across multiple channels.
- Experience leading large teams across regions and time zones.
- Proven ability to drive first contact resolution and reduce resolution times.
- Experience supporting ERP, PMS, POS, payments, or similar operational software.
- Experience deploying AI/automation in support environments.
- Ability to lead other leaders with empathy and accountability.
- Strong data-driven approach to identify root causes and implement fixes.
Responsibilities
- Lead global support organization and drive proactive partnership over reactive support.
- Manage queue health, response times, and customer experience while scaling the team.
- Oversee a remote, multi-regional team of ~130 coaches and specialists.
- Collaborate with Product, Onboarding, and Account Management to improve CSAT and retention.
Skills
Education
Job description
Cloudbeds is a remote-first hospitality software company powering hotels globally with AI-powered solutions. We are seeking a Head of Global Customer Support to lead the 130+ coaches and advanced specialists across LATAM, EMEA, and APAC, driving proactive partnerships and elevating first-contact resolution.
You will shape the support strategy, coach leaders, and scale operations with data-driven discipline.
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