# Director of Customer Support at Cloudbeds

- Company: Cloudbeds
- What the company does: Cloudbeds powers the world’s most ambitious hotels. 2021-2026 Best Hospitality Management Software, Top Channel Manager, Top PMS, and more. Backed by SoftBank VF.
- Company website: https://www.cloudbeds.com/
- Type: Startups
- Level: Principal and up
- Location: North America
- Work setup: On-site
- Pay: $180K to $190K base salary per year (USD)
- Posted: 2026-06-26
- Apply by: 2026-10-08
- Apply: https://job-boards.greenhouse.io/cloudbeds/jobs/4708890005
- Page: https://www.1752.vc/careers/jobs/cloudbeds-director-of-customer-support/

## About the role

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.

## What they're looking for

- 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

Tags: Customer Support