Head of Global Customer Support (Fully Remote)

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

• Lead a global support organization spanning roughly 130 coaches and advanced support specialists across LATAM, EMEA, and APAC.
• Accountable for queue health, quality, and the wellbeing of the people who deliver it.

What You Bring:

• Built and scaled high-volume contact center or support operations across phone, chat, email, and messaging.
• Led multi-region, fully remote teams with full accountability for FCR, response times, CSAT, and retention.
• Deployed AI and automation at scale, with strong instincts for where it helps the customer and where it gets in the way.
• Annual compensation between $160,000 and $220,000 USD for US-based candidates.
• Fully paid parental leave, home office stipend, and professional development courses.
• Remote First, Remote Always culture with PTO in accordance with local labor requirements.

Cloudbeds

Cloudbeds provides a unified hospitality platform that powers hotels across 150 countries, processing billions in bookings annually. The company is a fully remote team of 650+ members across 40+ countries, focused on innovation and AI-powered solutions for hoteliers.