Cloudbeds - Director of Customer Support

• Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention • Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure • Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale • Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams • Lead other leaders with empathy and accountability across multiple regions, languages, and cultures • What Sets You Up for Success: • 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders • Bachelor's degree or equivalent experience in hospitality, business, or technology • Experience scaling a high-volume support function through significant change or transformation • Excellent crisis management and escalation handling with confident cross-functional alignment across Product, Onboarding, and Account Management • A bias toward fixing root causes — you challenge process that creates unnecessary work and prove a fix by hand before automating it • Experience leading distributed teams across multiple regions, languages, and cultures • Senior leadership experience managing managers across multiple regions • Advanced degree in Hospitality or Business • Experience standing up a customer recovery or save motion for at-risk accounts • Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $140,000-180,000+ USD. • What to Expect - Your Journey with Us • Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. • Learn more online at cloudbeds.com • Company Awards to Check Out! • Best All-In-One Hotel Management System | HotelTechAwards (2025) • Overall 10 Best Places to Work | HotelTechAwards (2025) • Most Loved Workplace® Certified (2024) • Top 10 People’s Choice(2024) • Deloitte Technology Fast 500 (2024)