Cloudbeds

Head of Department

• 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 human empathy
• Own queue health, answer quality, and the wellbeing of support personnel
• Improve first contact resolution and reduce response and resolution times
• Apply large-scale contact-center operating discipline, including workforce planning, queue health, quality, and data
• Lead a completely remote 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 crisis response and escalations
• Identify root causes, test fixes, and scale improvements

Explore Head of Global Support at Cloudbeds. Review requirements and application details.

Head of Global Support

Director

• Own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment
• Lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management
• Build frameworks, standards, metrics, and team capability for a world-class, repeatable onboarding experience at scale
• Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches
• Set expectations, performance standards, growth paths, and a culture of accountability and continuous improvement
• Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management
• Diagnose and fix execution gaps in training quality, error detection, and deployment velocity
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments
• Establish and own metrics including onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention
• Monitor portfolio health and intervene early on at-risk projects
• Own capacity and staffing planning, forecast demand, balance workloads, and partner with leadership on headcount decisions
• Serve as a senior escalation point for complex or at-risk mid-market deployments
• Partner with Account Management on clean, trust-preserving handoffs
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management
• Contribute to the broader strategy for serving mid-market and enterprise-adjacent customers

Explore Global Director, Mid-Market Onboarding at Cloudbeds. Review requirements and application details.

Global Director, Mid-Market Onboarding

• 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-focused empathy
• Maintain queue health and answer quality while supporting the wellbeing of support staff
• Raise first contact resolution and reduce response and resolution times while preserving 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 and collaborate across Product, Onboarding, and Account Management
• Manage support for SMB and mid-market/enterprise customers using differentiated service models

• Own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment
• Lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management
• Build frameworks, standards, metrics, and team capability for a world-class, repeatable onboarding experience
• Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches
• Set expectations, performance standards, growth paths, and a culture of accountability and continuous improvement
• Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management
• Diagnose and fix gaps in training quality, error detection, and deployment velocity
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments
• Establish and own metrics including onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention
• Monitor portfolio health and intervene early on at-risk projects
• Own capacity and staffing planning, forecast demand, balance workload, and partner with leadership on headcount decisions
• Serve as a senior escalation point for complex or at-risk mid-market deployments
• Partner with Account Management on clean, trust-preserving handoffs
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management
• Contribute to the broader strategy for serving mid-market and enterprise-adjacent customers

Explore Global Director – Mid-Market Onboarding at Cloudbeds. Review requirements and application details.

Global Director – Mid-Market Onboarding

• Own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment
• Lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and transition to Account Management
• Build frameworks, standards, metrics, and team capability for a world-class, repeatable onboarding experience
• Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches
• Set expectations, performance standards, growth paths, accountability, and continuous-improvement culture
• Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and Account Management transition
• Diagnose and fix execution gaps in training quality, error detection, and deployment velocity
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments
• Establish and own metrics including onboarding velocity, deployment quality, training completion, CSAT/NPS, and early-lifecycle retention
• Monitor portfolio health and intervene early on at-risk projects
• Own capacity and staffing planning, forecast demand, balance workload, and partner on headcount decisions
• Serve as senior escalation point for complex or at-risk deployments
• Partner with Account Management on clean, trust-preserving handoffs
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management
• Contribute to strategy for serving mid-market and enterprise-adjacent customers

• Lead, coach, and develop the Mid-Market Onboarding team, including Onboarding Project Managers and senior coaches
• Own end-to-end onboarding outcomes from sales handoff through go-live, adoption, and transition to Account Management
• Diagnose and fix execution gaps in training quality, error detection, and deployment velocity
• Build standardized onboarding frameworks, SOPs, and configuration standards for complex multi-property and 25–100+ room deployments
• Establish and own metrics including onboarding velocity, deployment quality scores, training completion, CSAT/NPS, and early-lifecycle retention
• Monitor portfolio health and intervene early on at-risk projects
• Own capacity and staffing planning, forecast demand, balance workload, and partner with leadership on headcount decisions
• Serve as a senior escalation point for complex or at-risk mid-market deployments
• Partner with Account Management on clean, trust-preserving handoffs
• Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management
• Contribute to the broader strategy for serving mid-market and enterprise-adjacent customers

Human Resources

• Support enrollments, qualifying life events, status changes, and terminations across Workday, payroll, and vendor platforms
• Reconcile payroll deductions, eligibility files, enrollment records, and carrier invoices
• Identify discrepancies, investigate differences, and coordinate with Payroll, HR, Finance, and vendors to resolve them
• Serve as a point of contact for benefits questions and own requests from start to finish
• Provide clear updates and escalate complex cases when needed
• Create benefits guides, FAQs, Guru cards, presentations, and short videos
• Help deliver virtual new hire benefits orientations and education sessions
• Test new tools, AI agents, and automated workflows to improve efficiency
• Coordinate with brokers, insurance carriers, payroll providers, and EOR partners
• Participate in open enrollment, benefits renewals, retirement programs, leave of absence coordination, benefits billing, audits, vendor invoice projects, country-specific and EOR benefits programs, and global benefits projects

Explore Global Benefits Specialist at Cloudbeds. Review requirements and application details.

Global Benefits Specialist

Manager

• Lead, coach, and develop a specialized team of Customer Recovery Coaches through regular 1:1s, risk portfolio reviews, performance management, hiring, onboarding, and upskilling
• Set the operating rhythm for customer recovery, including risk queue triage, Fire-Team mobilizations, post-sales friction resolution, executive escalation tracking, and weekly retention forecasts
• Oversee and optimize the Fire-Team motion as executive escalation owner
• Mobilize cross-functional stakeholders across Product, Engineering, Support, and Sales to restore customer trust
• Triage high-impact queues of at-risk customers and drive proactive rescue, structured save motions, and Rapid Wins
• Execute the “Recovery Becomes Prevention” feedback loop and turn root-cause insights into product and process improvements
• Partner with Product, Engineering, Onboarding, and Customer Support leadership to eliminate recurring operational blockers and friction points
• Work with CS Ops to implement AI-driven tooling, automated risk detection, and clean Salesforce CRM reporting

Explore Customer Recovery Manager at Cloudbeds. Review requirements and application details.

Customer Recovery Manager

• Support enrollments, qualifying life events, status changes, and terminations across Workday, payroll, and vendor platforms
• Reconcile payroll deductions, eligibility files, enrollment records, and carrier invoices
• Identify discrepancies, investigate differences, and coordinate with Payroll, HR, Finance, and vendors to resolve them
• Serve as a point of contact for benefits questions and own requests from start to finish
• Provide clear updates and escalate complex cases when needed
• Create benefits guides, FAQs, Guru cards, presentations, and short videos
• Help deliver virtual new hire benefits orientations and education sessions
• Test new tools, AI agents, and automated workflows
• Coordinate with brokers, insurance carriers, payroll providers, and EOR partners
• Contribute to open enrollment, benefits renewals, leave of absence coordination, billing, audits, vendor invoice projects, country-specific and EOR benefits programs, and well-being initiatives
• Use Excel, AI, automation, and creative tools to simplify processes and reduce repetitive work

Open roles

Head of Global Support

Global Director, Mid-Market Onboarding

Head of Global Support

Global Director – Mid-Market Onboarding

Global Director, Mid-Market Onboarding

Global Director, Mid-Market Onboarding

Global Benefits Specialist

Customer Recovery Manager

Global Benefits Specialist