Global Support Leader — AI-Driven Hospitality (Remote)

Cloudbeds; Lisboa; Remote; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Remote First, Remote Always

PTO in accordance with local labor req

Fully Paid Parental Leave

Home office stipend based on country

Professional development courses in云

Access to professional development, up

Job summary

Cloudbeds is seeking a Head of Global Customer Support to lead a fully remote, multi-regional team and transform reactive support into proactive partnerships. You will drive queue health, resolution times, and customer satisfaction while coaching leaders across regions.

The role demands 8+ years in customer support with 4+ years leading other leaders, and a strong hospitality or business background. You will partner with Product, Onboarding, and Account Management to scale operations, implement

Qualifications

• 8+ years in customer support or service with leadership responsibility.
• Bachelor's degree or equivalent in hospitality, business, or technology.
• Experience scaling a high-volume support function through major transformation.
• Hands-on experience with workforce management and QA in contact centers.

Responsibilities

• Lead our global customer support organization with a focus on proactive partnership.
• Own queue health, response quality, and agent wellbeing while improving first contact resolution.
• Scale remote teams across LATAM, EMEA, and APAC with strong data-driven practices.
• Collaborate with Product, Onboarding and Account Management to align on customer outcomes.

Skills

High-volume support operations

Leadership of large teams and leaders

Workforce management and capacity规划

Data-driven decision making

Cross-functional collaboration

Remote team leadership across regions

Crisis management and escalation

Education

Bachelor's degree in hospitality, business, or technology

Advanced degree in Hospitality or Business

Job description

Cloudbeds is seeking a Head of Global Customer Support to lead a fully remote, multi-regional team and transform reactive support into proactive partnerships. You will drive queue health, resolution times, and customer satisfaction while coaching leaders across regions.

The role demands 8+ years in customer support with 4+ years leading other leaders, and a strong hospitality or business background. You will partner with Product, Onboarding, and Account Management to scale operations, implement