Head of Global Support

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

📋 Description

• Direct the worldwide customer support team.

• Oversee the experience that hoteliers encounter when seeking assistance.

• Shift from reactive support to proactive partnerships by integrating AI at scale with compassionate hospitality.

• Manage queue health, answer quality, and the welfare of support personnel.

• Increase first contact resolution rates and decrease resolution times while ensuring a human-centric customer experience.

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

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

• Collaborate across departments with Product, Onboarding, and Account Management teams.

• Navigate significant changes or transformations within the support function.

⛳️ Requirements

• Developed and expanded high-volume contact center or support operations across phone, chat, email, and messaging platforms.

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

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

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

• Implemented AI and automation at scale within a support operation, with a keen understanding of when it benefits the customer and when it may hinder service.

• Guided other leaders with empathy and accountability, and revitalized team morale after periods of heightened pressure.

• Operated the function based on data: you understand your metrics, identify root causes, and validate solutions before scaling.

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

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

• Proven experience in scaling a high-volume support function through substantial change or transformation.

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

• A proactive approach to addressing root causes—challenging processes that generate unnecessary work and validating a solution manually before automating it.

• Experience 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.

• Bonus: Senior leadership experience overseeing managers across multiple regions.

• Bonus: Advanced degree in Hospitality or Business.

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

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

• Candidates must be currently authorized to work in the location of the position without the need for visa sponsorship.

🏝️ 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 available through Cloudbeds University.

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