Remote Head of Global Support | AI-Driven Scale Leader

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

Benefits offered by this job

Remote First, Remote Always

Home office stipend

Fully Paid Parental Leave

Cloudbeds University training

Job summary

Cloudbeds is seeking a Head of Global Customer Support to lead a ~130-person, fully remote team across LATAM, EMEA and APAC. You will drive a major transformation from reactive support to proactive, AI-enabled partnership, owning queue health, response quality, and agent wellbeing.

You will bring data-driven discipline, cross-functional alignment with Product, Onboarding and Account Management, and a proven ability to scale leadership across regions.

Qualifications

• 8+ years in customer support or service, incl. 4+ years leading teams with leaders
• Experience scaling a high-volume support function through significant change or transformation
• Crisis management and cross-functional alignment across Product, Onboarding, and Account Management
• Experience leading distributed teams across multiple regions, languages, and cultures
• Hands-on experience with workforce management, capacity planning, and QA programs

Responsibilities

• Lead global support org and own the customer experience during needs.
• Transform reactive support into proactive partnership using AI at scale.
• Be accountable for queue health, quality of answers, and team wellbeing.
• Drive first contact resolution, reduce resolution times, and CSAT targets.

Skills

AI-driven support

Multi-region leadership

Remote team management

Data-driven ops

Empathy in leadership

Change management

Education

Bachelor's degree or equivalent

Job description

Cloudbeds is seeking a Head of Global Customer Support to lead a ~130-person, fully remote team across LATAM, EMEA and APAC. You will drive a major transformation from reactive support to proactive, AI-enabled partnership, owning queue health, response quality, and agent wellbeing.

You will bring data-driven discipline, cross-functional alignment with Product, Onboarding and Account Management, and a proven ability to scale leadership across regions.