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.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
At Cloudbeds , 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.
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...
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