Cloudbeds

4 weeks ago

Director of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 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: 4.0

Website LinkedIn

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Cloudbeds

4 weeks ago

Director of Customer Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

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

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn