Global Head of Remote Support & AI Excellence

Third-Party Job Posts; Portugal; A distancia; EUR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote first

Parental leave

Home office stipend

Cloudbeds University

Manager training/Upskilling

Descripción de la vacante

Cloudbeds is seeking a Head of Global Customer Support to lead a fully remote, global team. You will transform reactive support into proactive partnerships, scale AI-enabled operations, and own queue health, response times, and first contact resolution.

You will bring 8+ years in customer support, multi-region leadership, and hands-on workforce planning, QA programs, and data-driven decision making to drive CSAT and retention across LATAM, EMEA, and APAC.

Formación

• 8+ years in customer support or service, including leadership of managers
• Experience scaling high-volume support functions across regions and channels
• Strong crisis management and cross-functional alignment
• Hands-on experience with workforce management and QA programs

Responsabilidades

• Lead global support org and own customer experience
• Transform reactive support into proactive partnerships
• Ensure queue health, resolution times, and CSAT
• Provide data-driven leadership across regions

Conocimientos

Global customer support leadership

Multi-region teams

AI in support operations

Workforce planning

Educación

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

Descripción del empleo

Cloudbeds is seeking a Head of Global Customer Support to lead a fully remote, global team. You will transform reactive support into proactive partnerships, scale AI-enabled operations, and own queue health, response times, and first contact resolution.

You will bring 8+ years in customer support, multi-region leadership, and hands-on workforce planning, QA programs, and data-driven decision making to drive CSAT and retention across LATAM, EMEA, and APAC.