Head of Global Support

Cloudbeds

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

Posted 11/3/2026full-timeRemote • PortugalLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global support operations, focusing on proactive customer engagement and operational efficiency. Proven ability to manage large, distributed teams while leveraging data-driven insights to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

High-Volume Contact Center ManagementAI and Automation DeploymentCrisis Management and Escalation HandlingWorkforce Management and Capacity PlanningSenior Leadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

First Contact ResolutionResponse and Resolution TimesCustomer Satisfaction (CSAT)Root Cause AnalysisQuality Assurance ProgramsOperational Software SupportData-Driven Decision MakingTransformational LeadershipMulti-Region Team ManagementChange Management

Soft Skills

EmpathyAccountabilityCrisis ManagementCross-Functional AlignmentTeam Health Rebuilding

Certifications & Qualifications

Bachelor's Degree or Equivalent Experience

Industry Keywords

HospitalityHospitality TechnologyProperty Management System (PMS)Enterprise Resource Planning (ERP)Point of Sale (POS)Customer RecoverySupport OperationsService ModelsDistributed TeamsMulti-Time-Zone Management

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 human empathy
Own queue health, answer quality, and the wellbeing of support personnel
Improve first contact resolution and reduce response and resolution times while maintaining human customer experience
Apply large-scale contact center operating discipline, including workforce planning, queue health, quality, and data
Lead a completely remote global support team of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC
Partner across Product, Onboarding, and Account Management
Identify root causes, validate fixes, and scale improvements

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 full accountability for first contact resolution, response and resolution times, CSAT, and retention
Supported a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime costs the customer real money
Deployed AI and automation at scale in a support operation, with strong instincts for where it helps the customer and where it gets in the way
Lead other leaders with empathy and accountability, and rebuild team health after periods of high pressure
Run the operation on data: you know your numbers, find root causes, and prove a fix before scaling it
8+ years in customer support or service, including at least 4 years leading teams with experience leading 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 confident cross-functional alignment across Product, Onboarding, and Account Management
A bias toward fixing root causes — you challenge process that creates unnecessary work and prove a fix by hand before automating it
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 (property operations, distribution, 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