At a Glance
- Tasks: Lead a global support team to transform customer experiences in hospitality.
- Company: Join Cloudbeds, a remote-first tech company revolutionising the hospitality industry.
- Benefits: Enjoy remote work, competitive pay, professional development, and generous parental leave.
- Other info: Be part of a diverse team across 40+ countries, united by innovation and travel.
- Why this job: Make a real impact by combining AI with human empathy in customer support.
- Qualifications: 8+ years in customer support, including leadership experience and a passion for hospitality.
The predicted salary is between 63000 - 77000 £ per year.
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 honours 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 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)
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, colour, 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.
Head of Global Support employer: Cloudbeds
Cloudbeds is an exceptional employer that fosters a collaborative and innovative work culture, allowing Senior POS Engineers to thrive in a remote environment across Europe. With a strong focus on employee growth, Cloudbeds offers opportunities for professional development and the chance to work on cutting-edge technology that enhances the hospitality industry. Join a team that values creativity and teamwork, while enjoying the flexibility of remote work and the support of a global network.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Global Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cloudbeds. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cloudbeds before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Global Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cloudbeds:Your cover letter is your chance to shine! Tell us why you want to work at Cloudbeds specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cloudbeds!
How to prepare for a job interview at Cloudbeds
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
