Remote Global Director of AI-Powered Customer Support

Cloudbeds; Netherlands; On-site; EUR 155,000 - 164,000; Full time

Benefits offered by this job

Remote-first culture

Home office stipend

Professional development

Fully Paid Parental Leave

Job summary

Cloudbeds is seeking a Director of Customer Support to lead a fully remote, global team in delivering proactive, AI-assisted support for hoteliers. You’ll own the health of the queue, response times, CSAT, and team wellbeing while driving first contact resolution and reducing resolution times.

You’ll mentor other leaders across regions, languages, and cultures and scale a high-volume support function through change.

Qualifications

• 8+ years in customer support or service
• 4+ years leading teams with experience leading other leaders
• Direct experience leading customer support for a SaaS or software product
• Direct, hands-on hotel or resort operations experience in a guest-facing role
• Bachelor's degree or equivalent in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Excellent crisis management and escalation handling with cross-functional alignment across Product, Onboarding, and Account Management
• Bias toward fixing root causes and proving fixes by hand before automating

Responsibilities

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention
• Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure
• Apply hospitality or hospitality-technology experience to escalate and decision-making
• Deploy AI-assisted support with accuracy over scale
• Translate technical concepts into clear guidance for non-technical customers and internal teams
• Lead other leaders with empathy and accountability across regions, languages, and cultures

Skills

Lead global support teams

SaaS customer support

AI-assisted support

Crisis management

Cross-functional collaboration

Distributed teams

Education

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

Job description

Cloudbeds is seeking a Director of Customer Support to lead a fully remote, global team in delivering proactive, AI-assisted support for hoteliers. You’ll own the health of the queue, response times, CSAT, and team wellbeing while driving first contact resolution and reducing resolution times.

You’ll mentor other leaders across regions, languages, and cultures and scale a high-volume support function through change.