Director of Customer Support

📋 Description

• Lead a global, multi-time-zone customer support org.
• Transform reactive support into proactive partnerships with AI.
• Own queue health, response times, resolution times, CSAT, and retention.
• Ensure human, hospitality-focused customer experience at scale.
• Lead leaders across regions, languages, and cultures.
• Build AI-powered processes that solve hoteliers' challenges.

🎯 Requirements

• 8+ years in customer support, incl 4+ years leading teams with leaders.
• Bachelor's degree or equivalent in hospitality, business, or technology.
• Experience scaling high-volume support through major change.
• Crisis management and escalation with cross-functional Product/Onboarding/Account Mgmt.
• Bias toward root-cause fixes; validate by hand before automation.
• Experience leading distributed teams across regions, languages, cultures.

🎁 Benefits

• Remote First, Remote Always
• PTO per local labor requirements
• Monthly Wellness Fridays - extra long weekend
• Full Paid Parental Leave
• Home office stipend based on residency country
• Professional development courses in Cloudbeds University