Cloudbeds ā¢ Remote
Cloudbeds is a remoteāfirst hospitality technology company seeking a Director of Customer Support to lead its global support organization. The role involves transforming reactive support into proactive partnership, improving firstācontact resolution, reducing resolution times, and maintaining a humanāfocused customer experience across LATAM, EMEA, and APAC.
Lead a global, multiātimeāzone customer support organization; Own queue health, answer quality, and team wellbeing; Raise first contact resolution and drive down resolution times; Translate technical and operational concepts for nonātechnical customers; Lead other leaders with empathy across regions, languages, and cultures; Deploy AIāassisted support where it adds value; Collaborate with Product, Onboarding, and Account Management on crisis management and escalations
8+ years in customer support or service, including at least 4 years leading teams with other leaders; Direct experience leading SaaS/customer support for a software product; Handsāon hotel or resort operations experience in a guestāfacing role; Proven track record of moving key metrics and rebuilding team health; Experience scaling highāvolume support through transformation; Excellent crisis management and crossāfunctional alignment skills; Ability to fix root causes before automating; Experience leading distributed teams across multiple regions, languages, and cultures
Bachelorās degree or equivalent experience in hospitality, business, or technology; Advanced degree in Hospitality or Business (preferred); Senior leadership experience managing managers across multiple regions; Bonus: advanced degree, senior leadership across regions
Skills
Source & Verification
Source: Jobicy (RSS)
Discovered 11 Sept 2026 ā¢ Last checked 11 Sept 2026