Director, Global Customer Support — Remote & AI-Driven

Cloudbeds; Orlando (FL); On-site; USD 180,000 - 190,000; Full time

Benefits offered by this job

Remote First

PTO benefits

Wellness Fridays

Parental leave

Home office stipend

Cloudbeds University

Professional development

Job summary

Cloudbeds is seeking a Director of Customer Support to lead our remote, global support organization. You will own customer experience during high-demand periods, drive first contact resolution, and reduce resolution times while maintaining a human, hospitality-first approach.

This role requires scaling a high-volume SaaS support function across multiple regions and cultures. With a focus on AI-enabled support and strong cross-functional collaboration, you will mentor leaders, align with Product

Qualifications

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders.
• Direct experience leading customer support for a SaaS or software product.
• Bachelor’s degree or equivalent in hospitality, business, or technology.

Responsibilities

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention.
• Drive metrics improvements and rebuild team health and morale after high-pressure periods.
• Apply hospitality or hospitality-technology expertise to escalations and process decisions.
• Deploy AI-assisted support with a balance of accuracy and scale.
• Translate technical concepts into clear guidance for non-technical customers and internal teams.
• Lead leaders with empathy and accountability across regions, languages, and cultures.

Skills

Leadership

SaaS experience

Multi-region

Crisis management

Communication

Education

Bachelor's degree or equivalent

Tools

CRM systems

Job description

Cloudbeds is seeking a Director of Customer Support to lead our remote, global support organization. You will own customer experience during high-demand periods, drive first contact resolution, and reduce resolution times while maintaining a human, hospitality-first approach.

This role requires scaling a high-volume SaaS support function across multiple regions and cultures. With a focus on AI-enabled support and strong cross-functional collaboration, you will mentor leaders, align with Product