Director of Customer Support

About the role

The Director of Customer Support will lead a global, multi-time-zone support organization, transforming reactive support into a proactive partnership. This role involves managing team health, improving key performance metrics like CSAT and resolution times, and deploying AI-assisted support solutions. You will be responsible for the quality of customer interactions and the wellbeing of the support team while ensuring technical and operational concepts are clearly communicated.

Responsibilities

• 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 every escalation and process decision
• Deploy AI-assisted support with a focus on accuracy and practical application
• 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

Required skills

• Customer Support
• SaaS
• Hospitality Operations
• Team Leadership
• Crisis Management
• AI-assisted support

Nice to have

• Manager of managers experience
• Customer recovery
• Save motion

Qualifications

• Bachelor's degree in hospitality, business, or technology
• Equivalent practical experience

Benefits

• Remote First work environment
• PTO
• Monthly Wellness Fridays
• Fully Paid Parental Leave
• Home office stipend
• Professional development courses
• Manager training

About the Company

Cloudbeds is a hospitality software provider that powers properties across 150 countries with an intelligently designed platform. Founded in 2012, the company operates as a completely remote global team of innovators and hospitality experts.