Global Support Lead

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Direct the global support organization and oversee the experience that hoteliers encounter when seeking assistance.

• Shift from reactive support to a proactive partnership by integrating AI on a large scale with hospitality-focused empathy.

• Manage queue health, ensure answer quality, and prioritize the wellbeing of support personnel.

• Enhance first contact resolution rates while decreasing response and resolution times, all while preserving a personal customer experience.

• Implement large-scale contact center operational discipline, encompassing workforce planning, queue health, quality, and data analytics.

• Lead a global team of roughly 130 coaches and advanced support specialists situated across LATAM, EMEA, and APAC.

• Redesign support operations from the ground up and act as a trusted advisor to clients.

⛳️ Requirements

• Developed and expanded high-volume contact centers or support operations across various channels, including phone, chat, email, and messaging.

• Managed extensive support organizations catering to both SMB and mid-market/enterprise clients, employing distinct service models for each.

• Operated multi-region, multi-time-zone, fully remote teams while ensuring accountability for first contact resolution, response and resolution times, CSAT, and retention metrics.

• Provided support for complex operational software products such as ERP, PMS, POS, payments, or similar systems.

• Implemented AI and automation on a wide scale within a support operation.

• Guided other leaders with empathy and accountability, revitalizing team morale after challenging periods.

• Managed operations utilizing data, identifying root causes, and validating solutions before scaling them.

• Over 8 years of experience in customer support or service, including a minimum of 4 years in leadership roles overseeing teams and other leaders.

• Bachelor's degree or equivalent experience in hospitality, business, or technology.

• Experience in scaling a high-volume support function through substantial change or transformation processes.

• Exceptional crisis management and escalation handling abilities with cross-functional alignment across Product, Onboarding, and Account Management.

• Proven track record of leading distributed teams across various regions, languages, and cultures.

• Practical experience with workforce management, capacity planning, and quality assurance programs in a contact center setting.

• Senior leadership experience managing managers across multiple regions.

• Experience establishing a customer recovery or retention strategy for at-risk accounts.

• Background in hospitality or hospitality technology, including property operations, distribution, or PMS.

🏝️ Benefits

• Remote First, Remote Always

• PTO in accordance with local labor requirements

• Fully Paid Parental Leave

• Home office stipend based on country of residency

• Professional development courses in Cloudbeds University

• Access to professional development opportunities, including manager training, upskilling, and knowledge transfer