Senior Support Operations Manager, Remote

Are you an operational wizard who thrives on building the engine behind exceptional customer experiences? Imagine stepping into a role where you won't be bogged down by daily ticket queues, but instead, you'll be the architect shaping the very foundation of a global support organization. At Cloudbeds, we're on the lookout for a visionary Senior Support Operations Manager. This isn't about managing people; it's about crafting the systems, the smart automations, the insightful reports, and the AI tools that empower our worldwide support teams to be truly world-class. If you're passionate about optimizing processes, leveraging technology for scale, and directly impacting how thousands of hoteliers across 150 countries get the assistance they need, then this unique, fully remote opportunity could be your next big move.

Overview

Cloudbeds isn't just another tech company; we're revolutionizing the global hospitality industry. Our intelligently designed platform empowers properties in 150 countries, processing billions in bookings each year. From boutique hotels to large groups, we provide a unified solution that transforms operations and elevates commercial strategies, all while integrating with hundreds of partners. We achieve this with a completely remote team, fostering innovation and collaboration across time zones. As a Senior Support Operations Manager, you will be the strategic backbone of our global support organization. This isn't a traditional support management position focused on day-to-day queue handling. Instead, you'll be instrumental in designing, implementing, and continuously improving the critical systems, efficient workflows, advanced automation, comprehensive reporting, cutting-edge AI tools, and robust infrastructure that enable our support teams to deliver unparalleled service. This is a fully remote, worldwide opportunity, allowing you to contribute your expertise from anywhere on the globe.

Key Responsibilities

Strategically design and implement scalable operational frameworks and processes for our global support organization.
Identify opportunities for automation and drive the development and deployment of tools to enhance support efficiency and agent productivity.
Develop, manage, and optimize reporting and analytics to provide actionable insights into support performance and identify areas for improvement.
Evaluate, select, and integrate AI-powered solutions to augment support capabilities and improve the customer experience.
Collaborate closely with product, engineering, and data teams to ensure support infrastructure meets evolving business needs.
Proactively identify operational bottlenecks and pain points within the support journey and develop innovative solutions.
Establish and refine key performance indicators (KPIs) and service level agreements (SLAs) to ensure high standards of support delivery.
Lead initiatives that drive continuous improvement across all facets of support operations.

Requirements

Proven experience (typically 5+ years) in a Support Operations or similar role, specifically focusing on process improvement, systems design, and automation within a global support environment.
Deep understanding of customer support methodologies, technologies, and best practices.
Demonstrated ability to design, implement, and manage complex operational workflows and reporting mechanisms.
Proficiency with modern support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom, or similar).
Strong analytical skills, with the ability to translate data into actionable insights and strategic recommendations.
Experience evaluating and integrating AI tools for support functions is highly desirable.
Exceptional project management skills, with a track record of successfully driving initiatives from conception to completion.
Excellent communication and collaboration skills, capable of working effectively with cross-functional teams.
A proactive, problem-solving mindset with a passion for optimizing operational efficiency.

What You'll Gain

Significant Impact: Directly influence the efficiency and effectiveness of a global support organization, impacting thousands of hoteliers worldwide.
Innovative Environment: Work with a forward-thinking, fully remote team at the forefront of hospitality tech, including AI-powered solutions.
Professional Growth: Tackle complex operational challenges and expand your expertise in a rapidly evolving, high-growth company.
Remote Flexibility: Enjoy the freedom and autonomy of a fully remote role, contributing from wherever you do your best work.
Global Collaboration: Collaborate with talented individuals from diverse backgrounds across the globe.
Competitive Compensation: Receive a competitive salary package reflecting your experience and contributions.