Remote Director of Global Customer Support

Cloudbeds; Lisboa; Teletrabalho; EUR 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote First

Annual PTO

Monthly Wellness Fridays

Fully Paid Parental Leave

Home office stipend

Cloudbeds University

Professional development

Resumo da oferta

Cloudbeds is seeking a Director of Customer Support to lead a fully remote, global team and transform reactive support into proactive partnership for hoteliers worldwide. You will own queue health, response quality, and agent wellbeing while driving faster resolutions and higher CSAT in a SaaS environment.

You’ll collaborate with Product, Onboarding, and Account Management across LATAM, EMEA, and APAC to scale a high-volume function and strengthen customer loyalty through empathetic leadership

Qualificações

• 8+ years in customer support or service, including 4+ years leading teams.
• Direct experience leading customer support for SaaS/software products.
• Direct, hands-on hotel or resort operations experience in guest-facing roles.
• Bachelor’s degree or equivalent experience in hospitality, business or technology.
• Experience scaling a high-volume support function through significant change.
• Excellent crisis management and escalation handling with cross-functional alignment.
• A bias toward fixing root causes and proving fixes by hand before automation.
• Experience leading distributed teams across regions, languages and cultures.

Responsabilidades

• Lead a global, multi-time-zone customer support organization with accountability for FCR, response and resolution times, CSAT and retention.
• Move metrics that matter and rebuild team health and morale after high-pressure periods.
• Apply hospitality or hospitality-technology experience to escalations and decisions.
• Deploy AI-assisted support with focus on accuracy over scale.
• Translate technical concepts into clear guidance for non-technical customers and internal teams.
• Lead other leaders with empathy and accountability across regions, languages and cultures.

Conhecimentos

Global leadership

SaaS support

Hospitality experience

AI-powered support

Cross-functional alignment

Team leadership

Formação académica

Bachelor’s degree or equivalent

Descrição da oferta de emprego

Cloudbeds is seeking a Director of Customer Support to lead a fully remote, global team and transform reactive support into proactive partnership for hoteliers worldwide. You will own queue health, response quality, and agent wellbeing while driving faster resolutions and higher CSAT in a SaaS environment.

You’ll collaborate with Product, Onboarding, and Account Management across LATAM, EMEA, and APAC to scale a high-volume function and strengthen customer loyalty through empathetic leadership