Cloudbeds - Head of Global Support

• Built and scaled high-volume contact center or support operations across phone, chat, email, and messaging • Led large support organizations serving both SMB and mid-market/enterprise customers, with different service models for each • Ran multi-region, multi-time-zone, fully remote teams with full accountability for first contact resolution, response and resolution times, CSAT, and retention • Supported a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime costs the customer real money • Deployed AI and automation at scale in a support operation, with strong instincts for where it helps the customer and where it gets in the way • Lead other leaders with empathy and accountability, and rebuild team health after periods of high pressure • Run the operation on data: you know your numbers, find root causes, and prove a fix before scaling it • 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 • Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment • 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 • Hospitality or hospitality-technology experience (property operations, distribution, PMS) • Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $160,000 and $220,000 USD. Please note that we maintain high flexibility, and packages above this range will be considered. (The salary is only for US-based candidates).