Head of Global Support

Third-Party Job Posts; United Kingdom; Remote; GBP 140,000 - 190,000; Full time

Benefits offered by this job

Remote-first work

PTO in accordance with local labor req

Fully Paid Parental Leave

Home office stipend

Professional development courses

Access to knowledge transfer

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

High-volume support ops

Large multi-region teams

Remote leadership

Complex ops software

AI in support

People leadership

Data-driven operations

Education

Bachelor's degree or equivalent in hospitality, business, or technology

Job description

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. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

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. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it — raising first contact resolution and driving down resolution times while keeping the customer experience human. You'll bring the operating discipline of a large-scale contact center (workforce planning, queue health, quality, and data) and pair it with an AI platform that already touches nearly every ticket we receive.

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. We are our clients' secret weapon and trusted advisor, and we are rebuilding how support works from the ground up.

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
• 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

What Sets You Up for Success:

• 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

Bonus Skills to Stand Out :

• 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)

#LI-AM1

Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

• Winner – Hotel Management Software | HotelTechAwards (2026)
• Overall 10 Best Places to Work | HotelTechAwards (2026)
• Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
• Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
• 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

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at [phone] or via email at [e-mail] . Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.

#LI-REMOTE