Head of Global Support

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

📋 Description

• Oversee the global support organization and take charge of the experience that hoteliers encounter when seeking assistance.

• Shift from reactive support to proactive collaboration by integrating AI at scale with genuine human empathy.

• Manage queue health, ensure answer quality, and promote the wellbeing of support staff.

• Enhance first contact resolution and decrease response and resolution times while preserving a human-centric customer experience.

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

• Lead a fully remote global support team consisting of around 130 coaches and advanced support specialists across LATAM, EMEA, and APAC regions.

• Collaborate with teams in Product, Onboarding, and Account Management.

• Identify root causes, validate solutions, and scale improvements effectively.

⛳️ Requirements

• Experience in building and scaling high-volume contact centers or support operations across various channels such as phone, chat, email, and messaging.

• Proven track record of leading large support organizations catering to both SMB and mid-market/enterprise clients, utilizing different service models for each segment.

• Managed multi-region, multi-time-zone remote teams with complete accountability for first contact resolution, response and resolution times, CSAT, and customer retention.

• Provided support for a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime incurs real financial impact for customers.

• Successfully deployed AI and automation at scale within a support operation, possessing strong instincts for identifying beneficial applications and potential pitfalls for customers.

• Guided other leaders with empathy and accountability, working to restore team morale following periods of high pressure.

• Operated using data-driven insights: you understand your metrics, identify root causes, and validate solutions prior to scaling them.

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

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

• Proven ability to scale a high-volume support function through significant change or transformation.

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

• Strong inclination towards addressing root causes — you challenge processes that generate unnecessary work and validate solutions manually before automating them.

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

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

• Senior leadership experience managing managers across multiple regions.

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

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

🏝️ Benefits

• Remote First, Remote Always.

• PTO in line with local labor laws.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residence.

• Professional development courses available through Cloudbeds University.

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