Remote Global Support Leader, AI-Driven Hospitality

cloudbedsthirdpartyboard; United States; À distance; USD 160 000 - 220 000; Plein temps

Résumé du poste

Cloudbeds seeks a Head of Global Customer Support to transform reactive support into proactive, AI-enhanced partnership. You will lead a remote, globally distributed team across LATAM, EMEA, and APAC, owning queue health, response quality, and customer outcomes.

You will scale operations with empathy, data-driven decisions, and cross-functional collaboration. You will bring 8+ years in customer support, 4+ years leading other leaders, and experience managing high-volume, multi-region teams.

Qualifications

• Bachelor's degree or equivalent in hospitality, business, or technology.
• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders.
• Experience scaling a high-volume support function through significant change or transformation.
• Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment.

Responsabilités

• Lead the global customer support organization to deliver proactive partnership and high-quality service.
• Own queue health, response times, and first contact resolution.
• Drive AI-powered automation while maintaining a human-centric customer experience.
• Build and mentor leaders across distributed teams and regions.
• Run operations on data to identify root causes and implement fixes before scaling.

Connaissances

High-volume support

Lead teams

Remote work

AI in support

Data-driven

Formation

Bachelor's degree or equivalent

Outils

CRM systems

QA tools

Workforce management software

Description du poste

Cloudbeds seeks a Head of Global Customer Support to transform reactive support into proactive, AI-enhanced partnership. You will lead a remote, globally distributed team across LATAM, EMEA, and APAC, owning queue health, response quality, and customer outcomes.

You will scale operations with empathy, data-driven decisions, and cross-functional collaboration. You will bring 8+ years in customer support, 4+ years leading other leaders, and experience managing high-volume, multi-region teams.