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CloudbedsHead of Global Support
Cloudbeds is seeking a Head of Global Support to lead its worldwide customer support organization and shift the operational model from reactive troubleshooting to proactive partnership.…
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About this role
Head of Global Support at Cloudbeds is a full-time role. Work arrangement: Remote. Location: Applicants in United States only. The listed pay is USD 160,000 - 220,000/yr. It was posted on Nov 3, 2026. This listing is paused and not taking applications at the moment.
Job Description
Cloudbeds is seeking a Head of Global Support to lead its worldwide customer support organization and shift the operational model from reactive troubleshooting to proactive partnership. Founded in 2012, Cloudbeds provides a unified software platform serving properties across 150 countries. Recognized at the 2026 HotelTechAwards and on Deloitte's Technology Fast 500, the company operates with an entirely remote workforce comprising more than 650 employees in over 40 countries.
In this leadership role, you will oversee a distributed team of roughly 130 coaches and advanced support specialists located across LATAM, EMEA, and APAC. You will be responsible for queue health, metric performance such as first contact resolution and response times, service quality, and the overall wellbeing of the support staff. This position pairs large-scale contact center operations, workforce planning, and data analytics with an AI platform that handles a substantial volume of support tickets. You will work closely with other departments, handle escalations, and drive root-cause resolutions to eliminate unnecessary workloads.
The annual salary ranges from $160,000 to $220,000 USD for candidates based in the United States, though higher packages may be considered based on experience. Cloudbeds operates as a remote-first organization and provides benefits including local PTO, fully paid parental leave, a home office stipend, and professional development resources.
Responsibilities
- Lead the global customer support organization and manage team performance metrics including first contact resolution, response and resolution times, CSAT, and retention
- Transition support operations from a reactive model to a proactive partnership approach
- Integrate AI and automation at scale within the support workflow while maintaining human empathy for customers
- Supervise multi-region, multi-time-zone distributed teams across LATAM, EMEA, and APAC
- Collaborate cross-functionally with Product, Onboarding, and Account Management teams for crisis and escalation handling
- Analyze operational data to uncover root causes of issues and test solutions before scaling them
Requirements
- 8 or more years of experience in customer support or service
- At least 4 years of experience leading teams, including managing other leaders
- Demonstrated background building and scaling high-volume contact center or support operations across phone, chat, email, and messaging
- Experience leading support organizations for both SMB and mid-market or enterprise clients
- Experience running multi-region, fully remote teams with accountability for key support metrics
- Background supporting complex operational software products such as ERP, PMS, POS, or payments
- Experience deploying AI and automation at scale within support operations
- Authorization to work in the position location without requiring visa sponsorship
Qualifications
- Bachelor's degree or equivalent experience in hospitality, business, or technology
- Advanced degree in Hospitality or Business
- Senior leadership experience managing managers across multiple regions
- Experience establishing customer recovery or save motions for at-risk accounts
- Background in hospitality or hospitality-technology including property operations, distribution, or PMS
Core Skills
Benefits
- Paid time off in accordance with local labor requirements
- Fully paid parental leave
- Home office stipend based on country of residency
- Access to professional development courses through Cloudbeds University, manager training, upskilling, and knowledge transfer
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary for the Head of Global Support role?
For US-based candidates, the annual compensation ranges from $160,000 to $220,000 USD, with higher packages considered based on skills and experience.
Is this a remote position?
Yes, Cloudbeds operates as a completely remote team with employees spread across more than 40 countries.
What experience is required for this position?
Candidates must have 8 or more years in customer support or service, including at least 4 years leading teams and managing other leaders.
Does Cloudbeds provide visa sponsorship for this role?
No, applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship.
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