Director of Customer Support

Remote from: USA, Canada
Salary, yearly, USD: 140,000 - 180,000
Department: Customer Success
Employment type: Full Time,
Job posted: 28 Jun 2026
Apply before: 28 Jul 2026
Experience level: Director
Views / Applies: 37 / 5

About company

About Cloudbeds

One easy-to-use hospitality management suite that simplifies the working lives of hoteliers and hosts.

Hospital & Health Care
2012

Actively Hiring

AI Summary

Cloudbeds is seeking a Director of Customer Support to lead a global, remote support organization, transforming reactive support into proactive partnership. This role is accountable for key metrics like first contact resolution, CSAT, and retention, while deploying AI-assisted support and maintaining a human touch. The ideal candidate has deep hospitality or hospitality-tech experience and a track record of leading distributed teams through change. This is a pivotal, builder's role requiring strong leadership and crisis management skills.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight Leading a global multi-time-zone team, driving AI transformation, and improving metrics under pressure requires senior leadership experience and deep hospitality knowledge, making this role challenging but not impossible for seasoned leaders.

Salary Analysis

AI Insight The offered salary range of $140,000-180,000 is competitive for a Director of Customer Support role, aligning with market rates for senior leadership in hospitality technology. The midpoint of $160,000 is within the typical market range of $130,000-$200,000, reflecting the role's global scope and responsibility.

Core Skills Required

Customer Support Management Hospitality Technology AI-Assisted Support Global Team Leadership Metrics-Driven Escalation Management Cross-Functional Collaboration Remote Team Management Process Optimization Customer Retention

Cover Letter Sample

Dear Hiring Team,

I am excited to apply for the Director of Customer Support role at Cloudbeds. With over 8 years in customer support leadership, including 4+ years leading managers across multiple regions, I have a proven track record of driving key metrics like first contact resolution and CSAT while rebuilding team morale after periods of high pressure. My deep experience in hospitality technology allows me to understand the real-time cost of downtime for hoteliers and make process decisions that prioritize empathy and efficiency.

I am particularly drawn to Cloudbeds' mission to transform hospitality through technology. I have successfully deployed AI-assisted support solutions that improve accuracy without sacrificing the human touch, and I thrive in remote, global environments. I am confident that my bias toward fixing root causes and cross-functional collaboration with Product, Onboarding, and Account Management align perfectly with this role's needs.

I look forward to the opportunity to contribute to Cloudbeds' continued success and would welcome the chance to discuss how my experience can help elevate your support organization.

Sincerely,
[Your Name]

Sample Interview Questions

How would you approach transforming a reactive support team into a proactive partnership while maintaining high CSAT?

I would start by analyzing common issues to identify root causes, then implement proactive outreach, knowledge base improvements, and AI-driven suggestions. Regular feedback loops with customers and internal teams would ensure we stay aligned with their needs.

Describe a time you had to lead through a major change or crisis in a global support organization.

In my previous role, we faced a sudden spike in volume due to a product issue. I quickly formed a cross-functional task force, prioritized escalations, and communicated transparently with the team. We resolved the root cause within 48 hours and improved our response protocols to prevent recurrence.

How do you balance the use of AI in support with maintaining a human touch?

AI should handle repetitive, low-complexity inquiries, freeing agents for high-touch interactions. I set strict accuracy thresholds and ensure AI escalation paths are clear. Continuous monitoring of customer sentiment and agent feedback helps maintain the right balance.

What metrics do you consider most important for a global support team, and how do you drive improvement?

First contact resolution (FCR), average handle time (AHT), and CSAT are key. I use data to identify bottlenecks, implement training, and adjust workflows. For example, reducing FCR often involves empowering agents with better tools and knowledge.

How would you lead a team of leaders across multiple regions and cultures?

I focus on building trust through regular 1:1s, fostering a culture of feedback, and aligning on shared goals. I also invest in understanding cultural nuances and encourage peer learning across regions to leverage diverse perspectives.

What Makes Us Unique

At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers’ biggest challenges. Since our founding in 2012, we’ve become the World’s Best Hotel PMS Solutions Provider and landed on Deloitte’s Technology Fast 500 again in 2024 – but we’re just getting started.

How You’ll Make an Impact:

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, and the wellbeing of the people who deliver it — raising first contact resolution and driving down resolution times while keeping the customer experience human.

Our Customer Support Team:

Forget the stuffy corporate office. We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 66 coaches and advanced support specialists across LATAM, EMEA, and APAC, organized into teams led by experienced leads and senior leads. We are our clients’ secret weapon and trusted advisor, and we are rebuilding how support works from the ground up.

What You Bring to the Team:

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

What Sets You Up for Success:

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 — you challenge process that creates unnecessary work and prove a fix by hand before automating it
Experience leading distributed teams across multiple regions, languages, and cultures

Bonus Skills to Stand Out :

Senior leadership experience managing managers across multiple regions
Advanced degree in Hospitality or Business
Experience standing up a customer recovery or save motion for at-risk accounts

Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $140,000-180,000+ USD.

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What to Expect – Your Journey with Us

Behind Cloudbeds’ revolutionary technology is a team of redefining what’s possible in hospitality. We’re 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

Learn more online at cloudbeds.com

Company Awards to Check Out!

Best All-In-One Hotel Management System | HotelTechAwards (2025)
Overall 10 Best Places to Work | HotelTechAwards (2025)
Most Loved Workplace® Certified (2024)
Top 10 People’s Choice(2024)
Deloitte Technology Fast 500 (2024)

Discover our 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.

Everyone is Welcome – A Culture of Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at [email protected]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.

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