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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading high-volume customer support operations, focusing on proactive engagement and operational efficiency. Proven ability to manage distributed teams across multiple regions 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
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
First Contact ResolutionResponse and Resolution TimesCustomer Satisfaction (CSAT)Data Analysis and Root Cause IdentificationQuality Assurance Programs
Soft Skills
Empathy in LeadershipCross-Functional CollaborationCrisis Management
Tools & Technologies
Operational Software (ERP, PMS, POS)Workforce Management Tools
Certifications & Qualifications
Bachelor's Degree in Hospitality, Business, or TechnologyAdvanced Degree in Hospitality or Business
Industry Keywords
Customer Support OperationsHospitality TechnologyMulti-Region Team ManagementSupport TransformationCustomer Recovery Strategies
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead the global customer support organization
- Own the experience hoteliers have when they need support
- Transform reactive support into proactive partnership using AI and hospitality-focused empathy
- Maintain queue health and answer quality
- Improve first contact resolution and reduce response and resolution times
- Support the wellbeing of support personnel
- Apply contact-center operating discipline, including workforce planning, queue health, quality, and data
- Collaborate with and align Product, Onboarding, and Account Management teams
- Rebuild and scale support operations across multiple regions, time zones, languages, and cultures
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
- Advanced degree in Hospitality or Business
- 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