Global Head of AI-Driven Customer Support

Cloudbeds; Dallas (TX); On-site; USD 180,000 - 190,000; Full time

Benefits offered by this job

Remote-first culture

PTO per local laws

Monthly Wellness Fridays

Fully paid parental leave

Home office stipend

Professional development programs

Disability accommodations available

Job summary

Cloudbeds, a fully remote global team, is seeking a Director of Customer Support to lead the worldwide operation and own guest experience when needed most. You will drive first contact resolution, reduce resolution times, and raise CSAT while keeping the customer experience human.

You bring 8+ years in customer support and 4+ years leading other leaders, plus SaaS and hotel operations experience. This role offers a remote, globally distributed environment with strong growth opportunities.

Qualifications

• 8+ years in customer support or service.
• 4+ years leading teams with experience leading other leaders.
• Direct, hands-on SaaS or software product support experience.
• Hands-on hotel or resort operations experience in guest-facing roles.
• Bachelor's degree in hospitality, business, or technology.

Responsibilities

• Lead a global, multi-time-zone customer support organization with 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 knowledge to escalations and decisions.
• Deploy AI-assisted support with balance of accuracy and usefulness for hoteliers.
• Translate technical concepts into clear guidance for non-technical customers and internal teams.
• Lead distributed teams across regions, languages, and cultures.

Skills

Global leadership

Team coaching

SaaS support

Crisis management

Cross-functional alignment

Education

Bachelor's degree or equivalent

Job description

Cloudbeds, a fully remote global team, is seeking a Director of Customer Support to lead the worldwide operation and own guest experience when needed most. You will drive first contact resolution, reduce resolution times, and raise CSAT while keeping the customer experience human.

You bring 8+ years in customer support and 4+ years leading other leaders, plus SaaS and hotel operations experience. This role offers a remote, globally distributed environment with strong growth opportunities.