Cloudbeds - Senior Support Operations Manager

• Own the administration and optimization of Zendesk and related support platforms — designing and maintaining ticket routing, queue structures, workflows, triggers, automations, SLAs, and escalation paths that keep global support operating at peak efficiency • Lead the implementation of AI-driven support capabilities — identifying automation opportunities, improving self-service experiences, chatbot effectiveness, and agent productivity in partnership with Product and Engineering • Establish and own KPI reporting and executive dashboards — translating ticket volume, handle time, resolution rates, escalation trends, and staffing efficiency data into clear, actionable insights for senior leadership • Build and maintain forecasting models for support demand — partnering with support leadership on workforce planning, capacity strategy, schedule adherence, and readiness for product launches and seasonal peaks • Map and optimize end-to-end support workflows — reducing customer effort, eliminating internal friction, and leading root-cause investigations that drive structural, systemic improvements rather than case-by-case fixes • Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations — surfacing recurring customer pain points, influencing roadmap priorities, and aligning customer-facing processes at scale • Evaluate and implement new support technologies — building a scalable operational foundation capable of supporting rapid global growth • What Sets You Up for Success: • 5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role • Deep hands-on expertise administering Zendesk or an equivalent enterprise support platform — you know how to build routing logic, workflows, automations, and SLA frameworks that scale • Strong experience designing and implementing operational processes — you have a track record of turning broken or nonexistent systems into efficient, repeatable workflows • Advanced analytical skills with the ability to build executive dashboards, own KPI frameworks, and translate support data into business decisions • Proven success leading large-scale process improvement and automation initiatives — you know how to identify leverage and execute against it • Exceptional project management, communication, and stakeholder influence skills — you can operate at the VP level and align teams across functions without formal authority • Comfortable operating in a fast-growing, globally distributed, remote-first environment where you build as much as you manage • Experience implementing AI-powered customer success/support solutions — chatbots, agent assist, automated triaging, or self-service deflection at scale • SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI for advanced data modeling and reporting • Background in hospitality technology or SaaS, and/or experience supporting globally distributed support organizations • 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: • 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)