Global Head of Customer Support - Remote & AI-Driven Scaling

Cloudbeds; United States; Remote; USD 160,000 - 220,000; Full time

Benefits offered by this job

Parental leave

Home office stipend

Professional development

Job summary

Cloudbeds is seeking a leader to head a global support organization of about 130 coaches and advanced specialists across LATAM, EMEA, and APAC. You will own queue health, quality, and the wellbeing of the people delivering it, while driving FCR, response times, CSAT, and retention across regions.

The role emphasizes a Remote First, Remote Always culture with fully remote teams, and compensation for US-based candidates ranges from $160,000 to $220,000 USD per year.

Qualifications

• Experience building and scaling high-volume contact centers across phone, chat, email and messaging.
• Proven remote, multi-region team leadership with accountability for KPIs.
• Experience deploying AI and automation at scale.

Responsibilities

• Lead a global support org spanning ~130 coaches across LATAM, EMEA and APAC.
• Own queue health, quality, and staff wellbeing.
• Drive FCR, response times, CSAT, and retention across regions.

Skills

High-volume ops

Global leadership

AI automation

Job description

Cloudbeds is seeking a leader to head a global support organization of about 130 coaches and advanced specialists across LATAM, EMEA, and APAC. You will own queue health, quality, and the wellbeing of the people delivering it, while driving FCR, response times, CSAT, and retention across regions.

The role emphasizes a Remote First, Remote Always culture with fully remote teams, and compensation for US-based candidates ranges from $160,000 to $220,000 USD per year.