Remote Global Head of Customer Support & AI

cloudbedsthirdpartyboard; Ireland; Remote; EUR 150,000 - 200,000; Full time

Job summary

Cloudbeds is seeking a Head of Global Customer Support to lead a remote, worldwide team delivering proactive, AI-enhanced support for hoteliers across LATAM, EMEA and APAC. You will shape strategies to raise first contact resolution, manage a multi-region queue, and drive customer satisfaction with empathetic leadership.

This role requires building scalable processes, guiding leaders, and partnering with Product, Onboarding and Account Management to transform reactive support into proactive

Qualifications

• Built and scaled high-volume contact center across multi-channel support.
• Led large support orgs serving SMB and mid-market/enterprise.
• Ran multi-region, multi-time-zone, fully remote teams with accountability for metrics.
• Supported a complex operational software product (ERP, PMS, POS, payments).
• Deployed AI and automation at scale in a support operation.
• Lead other leaders with empathy and accountability.
• Run the operation on data and prove fixes before scaling it.

Responsibilities

• Own queue health, response quality and customer experience.
• Improve first contact resolution and reduce resolution times.
• Keep customer experience human even as we automate.
• Collaborate across Product, Onboarding and Account Management to scale support.

Skills

High-volume contact center

Distributed teams

AI in support

People leadership

Data-driven operations

Root-cause analysis

Change management

Education

Bachelor's degree in hospitality, business, or technology

Job description

Cloudbeds is seeking a Head of Global Customer Support to lead a remote, worldwide team delivering proactive, AI-enhanced support for hoteliers across LATAM, EMEA and APAC. You will shape strategies to raise first contact resolution, manage a multi-region queue, and drive customer satisfaction with empathetic leadership.

This role requires building scalable processes, guiding leaders, and partnering with Product, Onboarding and Account Management to transform reactive support into proactive