Head of Global Support

📋 Description

• Lead a global support organization
• Own the experience hoteliers have when they need us most
• Transform reactive support into proactive partnership, combining AI at scale with empathy
• Be accountable for queue health, quality of every answer, and wellbeing of the team
• Raise first contact resolution and drive down resolution times
• Bring operating discipline of a large-scale contact center (workforce planning, queue health

🎯 Requirements

• Built and scaled high-volume contact center or support operations across phone, chat, email, and
• Led large support organizations serving both SMB and mid-market/enterprise customers
• Ran multi-region, multi-time-zone, fully remote teams with full accountability for first contact
• Supported a complex operational software product (ERP, PMS, POS, payments, or similar)
• Deployed AI and automation at scale in a support operation
• Lead other leaders with empathy and accountability, rebuild team health after periods of high

🎁 Benefits

• 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