Director of Customer Support North America at Cloudbeds

About Cloudbeds

At Cloudbeds, we are not just building software; we are transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. We help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. We operate as a completely remote global team, allowing you to work alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges.

Since our founding in 2012, we have been recognized for excellence, including top honors at the 2026 HotelTechAwards for Best Hotel Management Software and consistently landing on Deloitte's Technology Fast 500.

The Role: Director of Customer Support

As Director of Customer Support, you will lead our global support organization and take ownership of the experience hoteliers have when they need us most. This is a pivotal builder's role as we move from reactive support to 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, with the goals of raising first contact resolution and driving down resolution times while ensuring a human customer experience.

Our Customer Support Team

We are a completely remote global team of innovators and hospitality experts. Our support organization spans roughly 66 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 (Responsibilities & Requirements)

• 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 must 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. Prioritize 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.

What Sets You Up for Success (Qualifications)

• 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders.
• Direct experience leading customer support for a SaaS or software product, not solely hotel, resort, or travel/reservations operations, meaning you understand owning a queue, a ticket, and a CSAT score in a software environment.
• Direct, hands-on hotel or resort operations experience in a guest-facing role (front desk, guest services, GM, or similar), showing you understand property operations and distribution because you have lived it on the floor, not just adjacent to it.
• 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, meaning you challenge processes that create unnecessary work and prove a fix by hand before automating it.
• Experience leading distributed teams across multiple regions, languages, and cultures.

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.

Compensation and Work Details

Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $180,000 - $190,000 USD. (Note: This salary range is specified only for US-based candidates. We maintain high flexibility, and packages above this range will be considered.)

Work Authorization: Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. Cloudbeds is currently unable to provide sponsorship for work visas.

Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We are over 650 team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks over 30 languages, united by a passion for innovation and travel. If you are ready to work alongside some of the brightest minds in tech obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

Cloudbeds Awards

• Winner - Hotel Management Software | HotelTechAwards (2026)
• Overall 10 Best Places to Work | HotelTechAwards (2026)
• Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
• Finalist - Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
• Most Loved Workplace® Certified (2024)
• Deloitte Technology Fast 500 (2024)

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

A Culture of Inclusion: Cloudbeds is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, 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. If reasonable accommodation is needed, please contact our HR team at (858) 201-7832 or via email at [email protected]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed.