Remote Global Head of Support & AI Solutions

Cloudbeds; Dallas (TX); Remoto; USD 160.000 - 220.000; Tempo integral

Benefícios oferecidos por esta vaga

Remote First, Remote Always

PTO per local labor requirements

Fully Paid Parental Leave

Home office stipend

Professional development

Resumo da vaga

Cloudbeds is seeking a Head of Global Customer Support to lead our remote, 130-strong international team across LATAM, EMEA and APAC. You will own the customer support experience, drive proactive partnerships, and scale AI-enabled processes to improve first contact resolution and reduce response times.

You will bring 8+ years in customer support with leadership of leaders, a track record of scaling high-volume operations, and strong cross-functional collaboration with Product, Onboarding, and

Qualificações

• 8+ years in customer support or service, including 4+ years leading teams with leaders.
• Bachelor's degree or equivalent in hospitality, business, or technology.
• Experience scaling a high-volume support function during major change or transformation.
• Strong crisis management and cross-functional alignment with Product, Onboarding, and Account Management.

Responsabilidades

• Lead global support organization and improve first contact resolution.
• Transform reactive support into proactive partnerships using AI at scale.
• Manage queue health, quality, and team wellbeing.
• Implement workforce planning, data-driven improvements, and QA programs.
• Coordinate with Product, Onboarding, and Account Management across regions.

Conhecimentos

High-volume support

Team leadership

Cross-functional leadership

Data analysis

Remote leadership

AI in support

Formação

Bachelor's degree

Ferramentas

ERP systems

PMS

POS/payments

Descrição da vaga

Cloudbeds is seeking a Head of Global Customer Support to lead our remote, 130-strong international team across LATAM, EMEA and APAC. You will own the customer support experience, drive proactive partnerships, and scale AI-enabled processes to improve first contact resolution and reduce response times.

You will bring 8+ years in customer support with leadership of leaders, a track record of scaling high-volume operations, and strong cross-functional collaboration with Product, Onboarding, and