Chief Global Support & AI Transformation Lead

Cloudbeds; Porto; À distance; EUR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Remote First, Remote Always

PTO in accordance with local labor

Fully Paid Parental Leave

Home office stipend

Professional development

Résumé du poste

Cloudbeds is seeking a Head of Global Customer Support to lead our remote, worldwide team and transform reactive support into proactive partnership. You will own queue health, response quality, and agent wellbeing, leveraging AI at scale while maintaining a human customer experience.

With 8+ years in customer support and at least 4 years leading managers, you will scale a high-volume function across regions, drive first contact resolution, and align with Product, Onboarding, and Account

Qualifications

• 8+ years in customer support or service
• 4+ years leading teams with experience managing other leaders
• Bachelor’s degree or equivalent in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Hands-on experience with workforce management, capacity planning, and QA programs

Responsabilités

• Lead the global support organization and own the customer experience when they need us most
• Transform reactive support into proactive partnership with an AI-enabled platform
• Ensure queue health, response quality, and agent wellbeing with data-driven controls
• Drive first contact resolution and reduce resolution times while maintaining human-centric service
• Manage multi-region, fully remote teams across LATAM, EMEA and APAC
• Collaborate with Product, Onboarding, and Account Management to align on customer outcomes

Connaissances

Global leadership

Large-scale contact center

Cross-region teams

Quality & CSAT

Queue health

Data-driven

AI in support

Root-cause analysis

Mentoring leaders

Senior leadership

Formation

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

Advanced degree in Hospitality or Business

Description du poste

Cloudbeds is seeking a Head of Global Customer Support to lead our remote, worldwide team and transform reactive support into proactive partnership. You will own queue health, response quality, and agent wellbeing, leveraging AI at scale while maintaining a human customer experience.

With 8+ years in customer support and at least 4 years leading managers, you will scale a high-volume function across regions, drive first contact resolution, and align with Product, Onboarding, and Account