Head of Global Support

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

📋 Description

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

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

• Ensure queue health and quality of responses while supporting the wellbeing of support personnel.

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

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

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

• Revamp support operations and collaborate effectively with Product, Onboarding, and Account Management teams.

• Oversee support for SMB and mid-market/enterprise clients utilizing differentiated service models.

⛳️ Requirements

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

• Proven track record of leading large support organizations catering to both SMB and mid-market/enterprise customers, with distinct service models for each.

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

• Familiarity with supporting a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime incurs significant costs for customers.

• Experience deploying AI and automation at scale within a support operation, with a keen sense of where it benefits the customer and where it may hinder the experience.

• Capable of leading other leaders with empathy and accountability, and restoring team morale after periods of intense pressure.

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

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

• Bachelor’s degree or an equivalent level of experience in hospitality, business, or technology.

• Demonstrated ability to scale a high-volume support function through substantial change or transformation.

• Exceptional crisis management and escalation handling skills with a confident ability to align across Product, Onboarding, and Account Management.

• A proactive approach to identifying and resolving root causes — you challenge processes that create unnecessary work and demonstrate a solution manually before automating it.

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

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

• Senior leadership experience managing managers across multiple regions.

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

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

• Currently authorized to work in the location where the position is based without the need for visa sponsorship.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in accordance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Professional development courses through Cloudbeds University.

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