Role Description As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for:

• The health of the queue
• The quality of every answer
• The wellbeing of the people who deliver it

Your goals will include raising first contact resolution and driving down resolution times while keeping the customer experience human.

Qualifications

• 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
• Experience leading distributed teams across multiple regions, languages, and cultures

Requirements

• 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
• Apply deep hospitality or hospitality-technology experience to every escalation and process decision
• Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way
• 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

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