Head of Global Support - Remote & AI-Driven Ops

Third-Party Job Posts; Ireland; Remote; EUR 150,000 - 195,000; Full time

Benefits offered by this job

Remote-first culture

PTO / annual leave

Fully Paid Parental Leave

Home office stipend

Professional development

Job summary

Cloudbeds in Ireland is seeking a Head of Global Customer Support to lead our remote, worldwide team and elevate the guest experience when it matters most. This builder's role turns reactive support into proactive partnership, blending AI at scale with the warmth of hospitality.

You will own queue health, improve first-contact resolution, and shorten resolution times. You’ll guide distributed teams across regions with data-driven discipline, working closely with Product, Onboarding, and Account

Qualifications

• 8+ years in customer support, including leadership of managers
• Experience scaling high-volume support functions
• Strong crisis management and cross-functional alignment
• Root-cause mindset with hands-on problem solving
• Experience leading distributed teams across regions and cultures
• WFM, capacity planning, and QA in contact centers

Responsibilities

• Lead our global remote customer support organization and own the guest experience
• Transform reactive support into proactive partnership using AI at scale
• Maintain queue health, improve first-contact resolution, and reduce resolution times
• Provide data-driven leadership across LATAM, EMEA, and APAC
• Collaborate with Product, Onboarding, and Account Management to align priorities
• Model empathetic leadership and rebuild team health under pressure

Skills

Contact center leadership

Remote team leadership

AI in support

Data-driven decision making

Crisis management

Cross-functional collaboration

Education

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

Job description

Cloudbeds in Ireland is seeking a Head of Global Customer Support to lead our remote, worldwide team and elevate the guest experience when it matters most. This builder's role turns reactive support into proactive partnership, blending AI at scale with the warmth of hospitality.

You will own queue health, improve first-contact resolution, and shorten resolution times. You’ll guide distributed teams across regions with data-driven discipline, working closely with Product, Onboarding, and Account