Head of Global Support

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

📋 Description

• Lead the global customer support organization.

• Take ownership of the experience hoteliers encounter when seeking support.

• Shift from reactive support to a proactive partnership utilizing AI and hospitality-centered empathy.

• Ensure the health of service queues and maintain high answer quality.

• Enhance first contact resolution rates and decrease response and resolution times.

• Promote the wellbeing of support staff.

• Implement contact-center operational standards, including workforce planning, queue management, quality assurance, and data analysis.

• Work collaboratively with Product, Onboarding, and Account Management teams to ensure alignment.

• Redesign and expand support operations across various regions, time zones, languages, and cultures.

⛳️ Requirements

• Experience in building and scaling high-volume contact centers or support operations through phone, chat, email, and messaging.

• Proven leadership of large support organizations catering to both SMB and mid-market/enterprise clients, with tailored service models for each.

• Managed fully remote teams across multiple regions and time zones, maintaining accountability for first contact resolution, response and resolution times, customer satisfaction, and retention.

• Experience supporting a complex operational software product (such as ERP, PMS, POS, payments, or similar) where downtime results in direct financial loss for customers.

• Successfully implemented AI and automation on a large scale within a support operation, with a keen understanding of when it benefits the customer and when it may hinder support.

• Lead other leaders with empathy and accountability, working to restore team morale after challenging periods.

• Operate based on data: you understand your metrics, identify root causes, and validate solutions before scaling them.

• A minimum of 8 years in customer support or service, with at least 4 years in leadership roles, including experience managing other leaders.

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

• Experience in scaling a high-volume support function during significant transformations or changes.

• Strong skills in crisis management and escalation handling with confident alignment across Product, Onboarding, and Account Management.

• A focus on addressing root causes — you question processes that lead to unnecessary work and demonstrate a fix manually before automating it.

• Experience leading distributed teams across various regions, languages, and cultures.

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

• Senior leadership experience overseeing managers across multiple regions.

• An advanced degree in Hospitality or Business.

• Experience establishing customer recovery or save initiatives for at-risk accounts.

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

🏝️ Benefits

• Remote First, Remote Always.

• Paid Time Off in accordance with local labor laws.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Professional development opportunities through Cloudbeds University.

• Access to professional growth resources, including manager training, upskilling, and knowledge transfer.