Global Customer Support Director — Remote & AI-Driven

Cloudbeds

Lisboa

Remote

EUR 120,000 - 180,000

Full time

18 hours ago

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Benefits offered by this job

Remote-first culture

PTO & Leave policies

Home office stipend

Job summary

Cloudbeds seeks a strategic Head of Global Customer Support to lead and transform our remote, worldwide support organization. You will elevate customer experience, reduce resolution times, and drive proactive partnerships with Product, Onboarding, and Account teams across LATAM, EMEA, and APAC.

Ideal candidates bring 8+ years in customer support with leadership of large multi-region teams, a background in hospitality or tech, and a track record of scaling high-volume operations while deploying

Qualifications

8+ years in customer support or service, including leading teams with leaders
Bachelor's degree or equivalent in hospitality, business, or technology
Experience scaling a high-volume support function through significant change
Excellent crisis management and cross-functional alignment across Product, Onboarding, and Account Management
Root-cause focus; challenge processes and prove fixes manually before automation

Responsibilities

Lead and scale a global remote support organization
Own customer experience metrics: first contact resolution, response and resolution times, CSAT, retention
Partner with Product, Onboarding, and Account teams to transform reactive support into proactive partnerships
Implement workforce planning, queue health, QA programs, and data-driven improvement
Drive AI and automation initiatives to enhance support effectiveness