Director of Customer Support

Responsibilities

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response/resolution times, CSAT, and retention
• Transform reactive support into a proactive partnership by deploying AI-assisted support tools that prioritize accuracy and human empathy
• Manage and mentor a distributed team of leaders across multiple regions, languages, and cultures
• Drive team health and morale, rebuilding stability and performance during periods of high pressure or transformation
• Partner cross-functionally with Product, Onboarding, and Account Management to handle escalations and align on operational goals
• Identify and fix root causes of support friction by challenging inefficient processes and implementing scalable solutions

Requirements

• 8+ years in customer support or service, including at least 4 years leading teams
• Proven experience leading other leaders (managing managers)
• Experience scaling high-volume support functions through significant organizational change
• Experience leading distributed, global teams across multiple regions
• Bachelor's degree or equivalent experience in hospitality, business, or technology
• Strong crisis management skills and the ability to translate technical concepts for non-technical customers

Preferred Qualifications

• Deep hospitality or hospitality-technology experience (understanding property operations and distribution)
• Senior leadership experience managing managers across multiple global regions
• Advanced degree in Hospitality or Business
• Experience establishing customer recovery or "save" motions for at-risk accounts

Benefits

• Remote-first culture: Work from anywhere
• Monthly Wellness Fridays for extra-long weekends
• Full paid parental leave
• Home office stipend based on country of residency
• Professional development via Cloudbeds University and manager training
• Paid time off in accordance with local labor requirements

About the Company

Cloudbeds is a global hospitality technology company that powers properties in over 150 countries. We provide an all-in-one platform that helps hoteliers transform their operations and commercial strategies. As a completely remote team, we combine AI-powered innovation with deep industry expertise to solve the biggest challenges in the trillion-dollar hospitality industry.