Remote Global Support Director — AI-Driven

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

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.