Remote Global Support Leader | AI-Enabled Hospitality

cloudbedsthirdpartyboard; United Kingdom; Remote; GBP 140,000 - 190,000; Full time

Benefits offered by this job

Fully remote work globally

Global collaboration with hospitality/

Job summary

Cloudbeds is seeking a Head of Global Customer Support to lead our remote, global team and redefine how we partner with hoteliers. You will govern the end-to-end support experience, implement AI-driven processes, and ensure high-quality responses while maintaining a human touch across regions.

You will shape workforce planning, queue health, and data-driven improvements, managing cross-functional alignment with Product, Onboarding, and Account Management to deliver exceptional customer outcomes.

Qualifications

• 8+ years in customer support or service, incl. leading teams of leaders

Responsibilities

• Lead global support organization and own customer experience
• Transform reactive support into proactive partnership with AI at scale
• Manage queue health, response times, CSAT and retention
• Drive first contact resolution and reduce resolution times
• Coach leaders and rebuild team health under pressure
• Run operation on data and prove fixes before scaling

Skills

Global leadership

Remote team management

AI in support

Crisis management

Data-driven decisions

Multi-region coordination

Education

Bachelor's degree or equivalent experience

Tools

Workforce management systems

QA programs

Job description

Cloudbeds is seeking a Head of Global Customer Support to lead our remote, global team and redefine how we partner with hoteliers. You will govern the end-to-end support experience, implement AI-driven processes, and ensure high-quality responses while maintaining a human touch across regions.

You will shape workforce planning, queue health, and data-driven improvements, managing cross-functional alignment with Product, Onboarding, and Account Management to deliver exceptional customer outcomes.