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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading global customer support organizations, focusing on transforming reactive support into proactive partnerships through AI and empathetic hospitality. Proven ability to manage high-volume contact center operations, ensuring first contact resolution and maintaining team wellbeing across diverse regions.
Highest-signal resume keywords
Global Customer Support LeadershipHigh-Volume Contact Center OperationsAI and Automation DeploymentData-Driven Decision MakingCrisis Management and Escalation Handling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Contact Center ManagementWorkforce ManagementCapacity PlanningQuality Assurance ProgramsFirst Contact ResolutionResponse and Resolution TimesCustomer Satisfaction (CSAT)Root Cause AnalysisOperational Software SupportChange Management
Soft Skills
EmpathyAccountabilityCross-Functional CollaborationCrisis ManagementTeam Health Rebuilding
Tools & Technologies
ERP SystemsPMSPOSAI ToolsAutomation Software
Certifications & Qualifications
Bachelor's Degree in HospitalityBachelor's Degree in BusinessBachelor's Degree in TechnologyAdvanced Degree in HospitalityAdvanced Degree in Business
Industry Keywords
Customer SupportHospitality TechnologyService ModelsMulti-Region TeamsDistributed Teams
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 by combining AI at scale with empathetic hospitality
- Own queue health, answer quality, and the wellbeing of support staff
- Raise first contact resolution and reduce 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 support organization of approximately 130 coaches and advanced support specialists across LATAM, EMEA, and APAC
- Collaborate cross-functionally with Product, Onboarding, and Account Management
- Manage significant change or transformation in the support function
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
- Bonus: Senior leadership experience managing managers across multiple regions
- Bonus: Advanced degree in Hospitality or Business
- Bonus: Experience standing up a customer recovery or save motion for at-risk accounts
- Bonus: Hospitality or hospitality-technology experience (property operations, distribution, PMS)
- Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
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