Global Support Lead

Cloudbeds

. Lead the global support organization and own the experience hoteliers have when they need support .

Posted 11/3/2026full-timeRemote • IrelandLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-volume contact center operations, focusing on proactive support strategies, AI deployment, and team health management. Proven ability to enhance customer experience through data-driven decision-making and effective crisis management across diverse, distributed teams.

Highest-signal resume keywords

Contact Center Operations ManagementAI Deployment in Support OperationsCrisis Management and Escalation HandlingWorkforce Management and Capacity PlanningHospitality Technology Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

High-Volume Support OperationsFirst Contact ResolutionResponse and Resolution TimesData Analysis and Root Cause IdentificationQuality Assurance ProgramsCustomer Satisfaction (CSAT)Team LeadershipOperational Software SupportWorkforce PlanningAutomation Implementation

Soft Skills

Empathy in LeadershipCrisis ManagementCross-Functional AlignmentAccountabilityTeam Health Management

Certifications & Qualifications

Bachelor's Degree in HospitalityBachelor's Degree in BusinessBachelor's Degree in Technology

Industry Keywords

HospitalityCustomer SupportContact CenterPMSERPPOSSMBMid-MarketEnterpriseDistributed Teams

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead the global support organization and own the experience hoteliers have when they need support
Transform reactive support into proactive partnership by combining AI at scale with hospitality-oriented empathy
Own queue health, answer quality, and the wellbeing of support staff
Raise first contact resolution and reduce response and resolution times while maintaining a human customer experience
Apply large-scale contact-center operating discipline, including workforce planning, queue health, quality, and data
Lead a global organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC
Rebuild support operations from the ground up and serve as a trusted advisor to clients

Requirements

What you’ll need

Built and scaled high-volume contact center or support operations across phone, chat, email, and messaging
Led large support organizations serving both SMB and mid-market/enterprise customers, with different service models for each
Ran multi-region, multi-time-zone, fully remote teams with accountability for first contact resolution, response and resolution times, CSAT, and retention
Supported a complex operational software product such as ERP, PMS, POS, payments, or similar
Deployed AI and automation at scale in a support operation
Led other leaders with empathy and accountability and rebuilt team health after periods of high pressure
Run operations on data, identify root causes, and prove fixes before scaling
8+ years in customer support or service, including at least 4 years leading teams and other leaders
Bachelor's degree or equivalent experience in hospitality, business, or technology
Experience scaling a high-volume support function through significant change or transformation
Excellent crisis management and escalation handling with cross-functional alignment across Product, Onboarding, and Account Management
Experience leading distributed teams across multiple regions, languages, and cultures
Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment
Senior leadership experience managing managers across multiple regions
Experience standing up a customer recovery or save motion for at-risk accounts
Hospitality or hospitality-technology experience, including property operations, distribution, or PMS

Benefits

Comp & perks

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 in Cloudbeds University
Access to professional development, including manager training, upskilling, and knowledge transfer