Director of Customer Support

What Makes Cloudbeds Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started. How You'll Make an Impact: As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it — raising first contact resolution and driving down resolution times while keeping the customer experience human. Our Customer Support Team: Forget the stuffy corporate office. We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 66 coaches and advanced support specialists across LATAM, EMEA, and APAC, organized into teams led by experienced leads and senior leads. We are our clients' secret weapon and trusted advisor, and we are rebuilding how support works from the ground up. What You Bring to the Team: Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure Apply deep hospitality or hospitality-technology experience to every escalation and process decision — you understand property operations, distribution, and what downtime costs a hotelier in real time Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams Lead other leaders with empathy and accountability across multiple regions, languages, and cultures What Sets You Up for Success: 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders Direct experience leading customer support for a SaaS or software product — not solely hotel, resort, or travel/reservations operations — you know what it means to own a queue, a ticket, and a CSAT score