Head of Global Support

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

📋 Description

• Lead the worldwide customer support team.

• Take ownership of the support experience for hoteliers.

• Shift from reactive support to proactive partnerships by leveraging AI at scale and human empathy.

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

• Enhance first contact resolution while minimizing response and resolution times.

• Implement comprehensive contact center operational practices, encompassing workforce planning, queue management, quality assurance, and data analysis.

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

• Work collaboratively across departments, including Product, Onboarding, and Account Management.

• Handle crisis response and manage escalations effectively.

• Identify underlying issues, test solutions, and implement scalable improvements.

⛳️ 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 in leading large support organizations catering to both SMB and mid-market/enterprise clients, utilizing different service models for each segment.

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

• Background in supporting complex operational software products (ERP, PMS, POS, payments, or similar) where downtime impacts customer revenue.

• Proven experience in deploying AI and automation at scale in support operations, with an understanding of where it benefits customers and where it may hinder them.

• Ability to lead other leaders with empathy and accountability, while rejuvenating team morale following periods of high stress.

• Operate based on data analytics: you are familiar with key performance metrics, identify root causes, and validate solutions before scaling.

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

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

• Demonstrated experience in scaling high-volume support functions during significant organizational changes or transformations.

• Exceptional skills in crisis management and handling escalations, with the ability to align confidently across Product, Onboarding, and Account Management teams.

• A proactive approach to addressing root causes — you challenge processes that create unnecessary workload and validate fixes manually before automating.

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

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

• Senior leadership experience managing managers across multiple regions.

• An advanced degree in Hospitality or Business is preferred.

• Experience in 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.

• 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.