Director of Customer Support

Cloudbeds
North America
Workplace: RemoteFull timeUSD 140,000 - 180,000 annuallyFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Empathy","Crisis management","Communication","Problem-solving"]

Lead a global, multi-time-zone customer support organization for Cloudbeds, transforming reactive support into proactive partnership. Drive first contact resolution, CSAT, and retention while scaling AI-assisted support across regions and languages, translating complex concepts for non-technical customers and elevating team health and morale under high-pressure conditions.

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FursaFursa
Cloudbeds
Cloudbeds
2 months ago

Director of Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead a global, multi-time-zone customer support organization for Cloudbeds, transforming reactive support into proactive partnership. Drive first contact resolution, CSAT, and retention while scaling AI-assisted support across regions and languages, translating complex concepts for non-technical customers and elevating team health and morale under high-pressure conditions.
Location: North America
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •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 — you understand property operations, distribution, and what downtime costs a hotelier in real time
  • •Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale
  • •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

Pay and Benefits

Salary: USD 140,000 - 180,000 annually
Perks:Remote WorkPaid LeaveParantal LeaveHome OfficeWellness Stipend

Key Requirements

  • •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
  • •Experience leading distributed teams across multiple regions, languages, and cultures
Experience:8+ yearsHospitalitySaaSAICloud
Education:Bachelor's
Skills:LeadershipEmpathyCrisis managementCommunicationProblem-solving
Languages:English
Tech Stack:AICloudCRM

Company Brief

Cloudbeds
Provides a cloud-based hospitality management platform including property management, booking engine, channel management, and revenue management tools to hotels, hostels, and vacation rentals worldwide.
Industry: Hospitality
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series C
Headquarters: San Diego, United States
Founded: 2012
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn