Head of Global Support - AI-Driven Hospitality Leader

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

Benefits offered by this job

Remote-first

PTO & holidays

Paid parental leave

Home office stipend

Cloudbeds University

Manager training

Job summary

Cloudbeds is hiring a Head of Global Customer Support to lead our remote, worldwide team. You will shape proactive, AI-enhanced support, improve first contact resolution, and drive down resolution times while maintaining a human hospitality touch.

You will manage queue health, coaching, and workforce planning across LATAM, EMEA, and APAC, partnering with Product, Onboarding, and Account Management to transform our support operations at scale.

Qualifications

• 8+ years in customer support leadership, incl. leading other leaders
• Bachelor's degree or equivalent in hospitality, business, or tech
• Experience scaling high-volume support functions undergoing change
• Strong crisis management and cross-functional alignment
• Root-cause focus with hands-on fixes before automation
• Experience leading distributed teams across regions and cultures
• Hands-on experience with workforce management and QA in contact centers

Responsibilities

• Lead global support organization and improve first contact resolution
• Transform reactive support into proactive partnerships using AI at scale
• Ensure queue health, response quality, and team wellbeing
• Apply data-driven insights to reduce resolution times
• Coordinate with Product, Onboarding, and Account Management

Skills

Global leadership

Customer support ops

Workforce planning

Data-driven decisions

AI in support

Cross-functional collaboration

Education

Bachelor's degree or equivalent in hospitality, business, or technology

Job description

Cloudbeds is hiring a Head of Global Customer Support to lead our remote, worldwide team. You will shape proactive, AI-enhanced support, improve first contact resolution, and drive down resolution times while maintaining a human hospitality touch.

You will manage queue health, coaching, and workforce planning across LATAM, EMEA, and APAC, partnering with Product, Onboarding, and Account Management to transform our support operations at scale.