Global Director, AI-Driven Remote Customer Support

Cloudbeds; Chicago (IL); On-site; USD 180,000 - 190,000; Full time

Benefits offered by this job

Remote-first culture

Home office stipend

PTO per local law

Fully paid parental leave

Wellness Fridays

Professional development

Job summary

Cloudbeds, a fully remote company transforming hospitality software, seeks a Director of Customer Support to lead a global, multi-time-zone team. You will drive first-contact resolution, customer satisfaction, and team health, applying AI judiciously and aligning with Product, Onboarding, and Account Management.

With 8+ years in customer support and 4+ years in leadership, you’ll own the queue and metrics while mentoring leaders across regions. A hospitality/tech background is essential.

Qualifications

• 8+ years in customer support or service, including 4+ years leading teams of leaders.
• Direct experience leading customer support for a SaaS or software product.
• Direct hotel or resort operations experience in a guest-facing role.
• Bachelor's degree or equivalent in hospitality, business, or technology.
• Experience scaling a high-volume support function through change.
• Excellent crisis management with cross-functional alignment.
• Experience leading distributed teams across regions and languages.

Responsibilities

• Lead a global, multi-time-zone customer support organization with full accountability for FCR, response and resolution times, CSAT, and retention.
• Rebuild team health and morale after periods of high pressure and drive key metrics improvements.
• Apply hospitality or hospitality-technology experience to escalations and process decisions.
• Deploy AI-assisted support with discernment on when it helps customers and when it hinders.
• 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.

Skills

Leadership

SaaS support

Global teams

Crisis management

Cross-functional

Customer empathy

Education

Bachelor's degree in hospitality, business, or technology

Job description

Cloudbeds, a fully remote company transforming hospitality software, seeks a Director of Customer Support to lead a global, multi-time-zone team. You will drive first-contact resolution, customer satisfaction, and team health, applying AI judiciously and aligning with Product, Onboarding, and Account Management.

With 8+ years in customer support and 4+ years in leadership, you’ll own the queue and metrics while mentoring leaders across regions. A hospitality/tech background is essential.