Director of Customer Support

Cloudbeds
East Riding of Yorkshire, England, United Kingdom
Full Time
Remote
Senior
USD 140,000 – 180,000
Bachelor Degree
Customer Service & Support Hospitality Tourism Leisure

Posted 5 days ago

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Excellent 4.7

Job summary

The Director of Customer Support at Cloudbeds leads the global support team, driving proactive customer service transformation utilizing AI, with expertise in hospitality operations, team leadership, and crisis management, ensuring high-quality support and customer retention.

Responsibilities

Lead a global customer support organization to transform reactive support into proactive partnerships using AI and hospitality empathy. Accountable for queue health, resolution times, and the overall wellbeing of a distributed team of coaches and specialists.

Qualifications

AI Deployment Crisis Management Cross-cultural Communication Customer Service Customer Support Hospitality Industry Support Automation Team Leadership

Requires 8+ years in customer support with at least 4 years leading other leaders and a background in hospitality or technology. Must have experience scaling high-volume support functions and managing distributed teams across multiple regions.

English

Benefits

  • Remote First
  • PTO In Accordance With Local Labor Requirements
  • Monthly Wellness Fridays
  • Full Paid Parental Leave
  • Home Office Stipend
  • Professional Development Courses
  • Manager Training
  • Upskilling And Knowledge Transfer

Company

Cloudbeds

Cloudbeds

linkedin
Hospitality
Location
East Riding of Yorkshire, England, United Kingdom

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Excellent 4.7
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