Director of Customer Support, Cloudbeds

Are you ready to redefine what world class customer support looks like in the hospitality tech space? We are Cloudbeds, and we are searching for a visionary leader to take the helm of our global customer support organization. This isn't just about answering questions; it's about crafting an exceptional experience for hoteliers worldwide, transforming their challenges into opportunities for growth. You'll blend cutting edge AI solutions with genuine human empathy, shaping a support function that acts as a proactive partner, not just a problem solver. If you thrive on building, innovating, and leading a passionate team across continents, this fully remote, worldwide opportunity at a rapidly scaling company might be your next great adventure.

Overview

At Cloudbeds, we are more than a software company; we are revolutionizing the global hospitality industry. Our intelligent platform empowers properties in 150 countries, handling billions in bookings annually. From independent hotels to large groups, we equip hoteliers with a unified platform that integrates hundreds of partners, helping them optimize operations and enhance commercial strategies. We achieve all this with a completely remote, global team. Imagine collaborating with innovators worldwide to develop AI powered solutions that tackle hoteliers' most pressing issues. Since our founding in 2012, we have earned the title of World's Best Hotel PMS Solutions Provider and were again recognized on Deloitte's Technology Fast 500 in 2024. We are only just beginning this journey.

As our Director of Customer Support, you will lead our global support organization, directly influencing the experience hoteliers have when they need us most. This is a significant builder's role, coming at a crucial time for our company. We are actively evolving from a reactive support model to one of proactive partnership, seamlessly integrating AI at scale with the heartfelt empathy of true hospitality. You will be accountable for the efficiency of our queues, the precision of every response, and the overall sentiment of our customers.

Key Responsibilities

Define and execute the strategic roadmap for our global customer support organization.
Lead, mentor, and expand our worldwide support team, fostering a culture of high performance and continuous learning.
Drive the transformation from a reactive problem solving approach to a proactive customer partnership model.
Implement and optimize AI powered solutions to enhance support efficiency and customer self service capabilities.
Set and maintain high standards for support quality, ensuring precise and empathetic resolutions for our hoteliers.
Manage key performance indicators such as queue health, response times, resolution rates, and customer satisfaction scores.
Collaborate closely with product, engineering, and sales teams to champion the voice of the customer and influence product improvements.
Foster a culture of continuous improvement, learning, and exceptional service within your team.

Requirements

Proven track record of successfully leading and scaling global customer support or service organizations, ideally within a SaaS or hospitality technology environment.
Significant experience in transforming support models from reactive to proactive, incorporating advanced technologies like AI.
Strong analytical skills to interpret data, identify trends, and drive actionable improvements.
Exceptional communication and interpersonal skills, capable of inspiring a diverse, remote team and effectively engaging with stakeholders across the business.
Experience managing complex support operations across multiple time zones and cultures is highly valued.
A deep understanding of customer experience best practices and a passion for hospitality are key.

What You'll Gain

Joining Cloudbeds means becoming part of a dynamic, global, and fully remote team that is genuinely passionate about hospitality innovation. You will have the unique opportunity to shape the future of customer support at a rapidly growing, award winning company. We offer a culture that values innovation, collaboration, and continuous learning, providing ample room for professional growth and development. You will work alongside brilliant minds, contributing to solutions that genuinely impact hoteliers worldwide. This role comes with competitive compensation and benefits, within an inclusive and supportive work environment.