Global Head of Support – AI-Powered, Remote

Third-Party Job Posts; United States; A distancia; USD 160.000 - 220.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

PTO & parental leave

Home office stipend

Descripción de la vacante

Cloudbeds is transforming hospitality with a fully remote global team. As Head of Global Customer Support, you will lead our worldwide support organization and own the customer experience when they need us most.

This builder's role shifts us from reactive help to proactive partnership, combining AI at scale with the empathy of hospitality. You'll bring operating discipline of a large-scale contact center—workforce planning, queue health, quality, and data—paired with an AI platform that touches

Formación

• 8+ years in customer support or service
• Bachelor's degree or equivalent in hospitality, business, or technology
• Experience scaling a high-volume support function through significant change or transformation
• Excellent crisis management and escalation handling with cross-functional alignment
• Experience leading distributed teams across multiple regions, languages, and cultures
• Hands-on experience with workforce management and capacity planning in a contact center

Responsabilidades

• Lead global support organization and own the customer experience
• Transform reactive support into proactive partnership using AI
• Manage queue health, response quality, and resolution times
• Drive first contact resolution and CSAT while mentoring leaders
• Collaborate with Product, Onboarding, and Account Management

Conocimientos

High-volume contact center

Leadership of senior teams

Cross-functional collaboration

AI in support

Crisis management

Workforce planning

Data-driven decision making

Remote team leadership

Educación

Bachelor's degree or equivalent

Herramientas

CRM systems

QA programs

Descripción del empleo

Cloudbeds is transforming hospitality with a fully remote global team. As Head of Global Customer Support, you will lead our worldwide support organization and own the customer experience when they need us most.

This builder's role shifts us from reactive help to proactive partnership, combining AI at scale with the empathy of hospitality. You'll bring operating discipline of a large-scale contact center—workforce planning, queue health, quality, and data—paired with an AI platform that touches