North America•Latin America
Remote
Director
Full Time
1 day ago
💰$140,000 - $180,000
remotecustomer supporthospitalityAI-assisted supportglobal team
Requirements
- •8+ years in customer support or service
- •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
- •Confident cross-functional alignment across Product, Onboarding, and Account Management
- •Bias toward fixing root causes and challenging unnecessary processes
- •Experience leading distributed teams across multiple regions, languages, and cultures
What You'll Do
- •Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention
- •Rebuild team health and morale after periods of high pressure
- •Apply deep hospitality or hospitality-technology experience to escalation and process decisions
- •Deploy AI-assisted support with focus on accuracy over scale
- •Translate technical and operational concepts into clear guidance for non-technical customers and internal teams
- •Lead other leaders with empathy and accountability across multiple regions, languages, and cultures
Nice to Have
- •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
Benefits
- •Remote First, Remote Always
- •PTO in accordance with local labor requirements
- •Monthly Wellness Fridays - enjoy an extra long weekend every month
- •Full 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
About Cloudbeds
Cloudbeds’ hospitality management platform enables hotels to grow revenue, streamline operations, and deliver memorable guest experiences.
San Diego, CA, US
500 - 1000
Hospitality