Head of Global Support

cloudbedsthirdpartyboard; Portugal; Remote; EUR 180,000 - 240,000; Full time

Job summary

Cloudbeds is seeking a Head of Global Customer Support to lead our remote, worldwide team and elevate the guest experience. You will shape strategy, scale operations, and partner with Product and Onboarding to deliver proactive, AI-enhanced support.

You will manage a 130+ coaches and advanced support specialists across LATAM, EMEA, and APAC, drive first contact resolution, and build data-driven processes that improve CSAT and ticket outcomes in a fast-growing hospitality tech platform.

Qualifications

• 8+ years in customer support, incl. 4+ years leading other leaders.
• Bachelor's degree in hospitality, business, or technology.
• Experience scaling a high-volume support function through change.
• Excellent crisis management and cross-functional alignment.
• Experience leading distributed teams across regions, languages, cultures.
• Hands-on workforce management, capacity planning, and QA in contact centers.
• Experience deploying AI/automation in support.
• Ability to coach leaders with empathy and accountability.

Responsibilities

• Lead global support org and raise first contact resolution.
• Oversee queue health, response and resolution times, CSAT, retention.
• Drive AI-enabled automation and data-driven process improvements.
• Collaborate with Product, Onboarding, and Account Management.

Skills

Contact center ops

Team leadership

Remote team leadership

Enterprise software support

AI in support

Data-driven decisions

Leadership empathy

Education

Bachelor's degree in hospitality, business, or technology

Job description

What Makes Cloudbeds Unique

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

How You'll Make an Impact

As the Head of Global Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it – raising first contact resolution and driving down resolution times while keeping the customer experience human. You'll bring the operating discipline of a large-scale contact center (workforce planning, queue health, quality, and data) and pair it with an AI platform that already touches nearly every ticket we receive.

Our Customer Support Team

Forget the stuffy corporate office. We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 130 coaches and advanced support specialists across LATAM, EMEA, and APAC, organized into teams led by experienced leads and senior leads. We are our clients' secret weapon and trusted advisor, and we are rebuilding how support works from the ground up.

What You Bring to the Team

• Built and scaled high-volume contact center or support operations across phone, chat, email, and messaging
• Led large support organizations serving both SMB and mid-market/enterprise customers, with different service models for each
• Ran multi-region, multi-time-zone, fully remote teams with full accountability for first contact resolution, response and resolution times, CSAT, and retention
• Supported a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime costs the customer real money
• Deployed AI and automation at scale in a support operation, with strong instincts for where it helps the customer and where it gets in the way
• Lead other leaders with empathy and accountability, and rebuild team health after periods of high pressure
• Run the operation on data: you know your numbers, find root causes, and prove a fix before scaling it

What Sets You Up for Success

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Excellent crisis management and escalation handling with confident cross-functional alignment across Product, Onboarding, and Account Management
• A bias toward fixing root causes - you challenge process that creates unnecessary work and prove a fix by hand before automating it
• Experience leading distributed teams across multiple regions, languages, and cultures
• Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment

Bonus Skills to Stand Out

• Senior leadership experience managing managers across multiple regions
• Advanced degree in Hospitality or Business
• Experience standing up a customer recovery or save motion for at-risk accounts
• Hospitality or hospitality-technology experience (property operations, distribution, PMS)

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Work Authorization

Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

What To Expect – Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitalit