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Director of Customer Support

Third-Party Job Posts
Location
Europe
Posted
21 days ago
Department
Customer Support
Salary
$180,000 - $190,000
What they actually want (must-haves)
  • 8+ years in customer support or service
  • At least 4 years leading teams
  • Direct experience leading customer support for a SaaS or software product
  • Hands-on hotel or resort operations experience in a guest-facing role
  • Bachelor's degree or equivalent experience in hospitality, business, or technology
  • Experience scaling a high-volume support function through significant change
Nice to have
  • 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
What the job really is

As the Director of Customer Support at Cloudbeds, you will lead a global team focused on enhancing the customer experience for hoteliers. Your role involves transforming support from reactive to proactive, utilizing AI while ensuring a human touch. You will be responsible for key performance metrics, team morale, and the overall health of the support queue, while collaborating across multiple regions and cultures.

Benefits
  • Remote First, Remote Always
  • PTO in accordance with local labor requirements
  • Monthly Wellness Fridays
  • Fully Paid Parental Leave
  • Home office stipend based on country of residency
  • Professional development courses in Cloudbeds University
Things to weigh
  • Salary listed only for US-based candidates
  • Role involves significant responsibility in a high-pressure environment
  • Focus on transforming support processes may require adaptability
Job score4.4/5
Benefits4/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency5/5

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