[All remote jobs](https://jobicy.com/jobs.md)[![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png)](https://jobicy.com/company/cloudbeds.md)[Cloudbeds](https://jobicy.com/company/cloudbeds.md) # Head of Global Support AI Summary Cloudbeds seeks a senior customer-support leader to run and transform its global hospitality software support organization. The role leads a distributed team of roughly 130 coaches and advanced support specialists across multiple regions, with accountability for queue health, quality, customer outcomes, and team wellbeing. Key priorities include improving first-contact resolution, response and resolution times, CSAT, retention, workforce planning, QA, and data-driven operational improvement. The leader will combine large-scale contact-center discipline with AI-enabled automation while maintaining an empathetic, human customer experience. This is a strategic builder role requiring experienced leadership through organizational change and complex cross-functional escalations.[Apply for this job](#job-application)[View company](https://jobicy.com/company/cloudbeds.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md), [Canada](https://jobicy.com/job-region/canada.md), [Europe](https://jobicy.com/job-region/europe.md)+1 more, [LATAM](https://jobicy.com/job-region/latam.md)SalaryUSD 160k–220k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished3 Nov 2026Apply before3 Dec 2026Listing views60Application actions5Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. What Makes Cloudbeds Unique At [Cloudbeds](https://www.cloudbeds.com/), we’re not just building software, we’re transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large 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 continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte’s Technology Fast 500 again, but we’re just getting started. How You’ll Make an Impact: As the Head of Global 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. You’ll bring the operating discipline of a large-scale contact center (workforce planning, queue health, quality, and data) and pair it with an AI platform that already touches nearly every ticket we receive. 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 130 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: * Built and scaled high-volume contact center or support operations across phone, chat, email, and messaging * Led large support organizations serving both SMB and mid-market/enterprise customers, with different service models for each * Ran multi-region, multi-time-zone, fully remote teams with full accountability for first contact resolution, response and resolution times, CSAT, and retention * Supported a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime costs the customer real money * Deployed AI and automation at scale in a support operation, with strong instincts for where it helps the customer and where it gets in the way * Lead other leaders with empathy and accountability, and rebuild team health after periods of high pressure * Run the operation on data: you know your numbers, find root causes, and prove a fix before scaling it 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 * Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment 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 * Hospitality or hospitality-technology experience (property operations, distribution, PMS) Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $160,000 and $220,000 USD. Please note that we maintain high flexibility, and packages above this range will be considered. (The salary is only for US-based candidates). Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas. What to Expect – Your Journey with Us Behind Cloudbeds’ revolutionary technology is a team redefining what’s possible in hospitality. We’re 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, 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](https://www.cloudbeds.com/) Cloudbeds [Awards](https://www.cloudbeds.com/press/?press_type=company-news&news_category=awards): * Winner – Hotel Management Software | HotelTechAwards (2026) * Overall 10 Best Places to Work | HotelTechAwards (2026) * Overall Top 10 Hotelier’s Choice | HotelTechAwards (2026) * Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026) * Most Loved Workplace® Certified (2024) * Deloitte Technology Fast 500 (2024) Discover our Benefits: * Remote First, Remote Always * PTO in accordance with local labor requirements * Fully 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 accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process. 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. Show more [Apply now >](https://jobicy.com/jobs/158720-head-of-global-support.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is an executive-level operational transformation role spanning a large, multilingual, globally distributed support function. Success requires balancing urgent service metrics, AI implementation, customer escalations, people leadership, and cross-functional change management. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$190,000US market range (per year)$170k–$240k0$264k AI insightThe employer discloses an annual US-only compensation range of $160,000–$220,000 USD, with a midpoint of $190,000. Estimated US market compensation for a Head of Global Customer Support leading a large, international SaaS support organization is approximately $170,000–$240,000 USD annually; estimates are not verified salary research. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support leadership](https://jobicy.com/jobs?search_keywords=Customer%20support%20leadership.md)[Contact center operations](https://jobicy.com/jobs?search_keywords=Contact%20center%20operations.md)[Workforce management](https://jobicy.com/jobs?search_keywords=Workforce%20management.md)[Capacity planning](https://jobicy.com/jobs?search_keywords=Capacity%20planning.md)[Quality assurance programs](https://jobicy.com/jobs?search_keywords=Quality%20assurance%20programs.md)[Customer experience strategy](https://jobicy.com/jobs?search_keywords=Customer%20experience%20strategy.md)[AI automation](https://jobicy.com/jobs?search_keywords=AI%20automation.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Crisis management](https://jobicy.com/jobs?search_keywords=Crisis%20management.md)[Performance analytics](https://jobicy.com/jobs?search_keywords=Performance%20analytics.md)[First-contact resolution](https://jobicy.com/jobs?search_keywords=First-contact%20resolution.md)[Cross-functional leadership](https://jobicy.com/jobs?search_keywords=Cross-functional%20leadership.md)[Remote team leadership](https://jobicy.com/jobs?search_keywords=Remote%20team%20leadership.md)[Change management](https://jobicy.com/jobs?search_keywords=Change%20management.md)[Hospitality technology](https://jobicy.com/jobs?search_keywords=Hospitality%20technology.md) Sample interview questionsHow would you diagnose and improve declining first-contact resolution across a global support organization?I would segment FCR by channel, issue type, product area, customer segment, language, and team to identify the largest drivers. I would pair ticket and QA data with frontline listening, validate root causes through small pilots, and then scale changes such as knowledge improvements, routing changes, product fixes, coaching, or carefully scoped automation. Describe your approach to introducing AI into customer support without reducing customer trust. I start with customer intent and risk rather than automating for volume alone. AI should handle repeatable, low-risk work, improve agent context, and surface knowledge, while clear escalation paths preserve access to skilled human support for complex, sensitive, or high-impact issues. I monitor containment, reopen rates, CSAT, quality results, and escalation patterns before expanding deployment. How do you lead managers across regions and time zones while maintaining accountability and team health? I establish a shared operating cadence with clear service metrics, decision rights, and escalation mechanisms, while allowing regional leaders to adapt execution to local customers and teams. Regular one-to-ones, leadership forums, calibration sessions, and transparent dashboards help maintain alignment; I also monitor workload and attrition signals so performance expectations remain sustainable. What would your first 90 days in this role look like? I would first build trust with support leaders and frontline teams, assess customer pain points, review performance data, and map the end-to-end support journey. Next, I would prioritize a small number of measurable interventions for queue health, quality, staffing, and top contact drivers. By the end of 90 days, I would align stakeholders on an operating plan with owners, milestones, customer-impact metrics, and an AI roadmap grounded in validated use cases. Tell us about a time you handled a major customer-support crisis involving a complex operational product. I would explain the incident structure: establish a cross-functional command group, communicate transparent customer updates, prioritize cases by business impact, and provide teams with consistent guidance. After stabilization, I would lead a blameless root-cause review, quantify the operational and customer impact, implement corrective actions, and verify that the fix prevents recurrence. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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