Head of Global Support

Cloudbeds

. Lead the global customer support organization .

Posted 11/3/2026full-timeRemote • United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global customer support organizations, focusing on proactive partnership and AI-driven solutions. Proven ability to manage high-volume contact centers, ensuring high first contact resolution and customer satisfaction across diverse teams and regions.

Highest-signal resume keywords

Global Customer Support LeadershipHigh-Volume Contact Center ManagementAI and Automation DeploymentCrisis Management and Escalation HandlingWorkforce Management and Capacity Planning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

First Contact ResolutionResponse and Resolution TimesCustomer Satisfaction (CSAT)Data Analysis for Root Cause IdentificationOperational Software Support (ERP, PMS, POS)Multi-Region Team LeadershipHigh-Volume Support Function ScalingWorkforce ManagementQuality Assurance ProgramsCapacity Planning

Soft Skills

Empathy in LeadershipCross-Functional CollaborationTeam Health RebuildingCrisis ManagementAccountability

Certifications & Qualifications

Bachelor's Degree in Hospitality, Business, or Technology

Industry Keywords

Customer SupportContact Center OperationsProactive PartnershipSupport Personnel WellbeingService ModelsRemote Team ManagementChange ManagementMulti-Time-Zone OperationsCustomer Recovery StrategiesSupport Operations Transformation

Tech Stack

Tools & technologies

ERP

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 at scale and empathetic hospitality
Maintain queue health and answer quality
Support the wellbeing of support personnel
Improve first contact resolution and reduce response and resolution times
Apply contact-center operating discipline across 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
Drive customer recovery or save motions for at-risk accounts

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
Used data to identify root causes and validate 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
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
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