[Hiring] Director of Customer Support @Third-Party Job Posts
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