Cloudbeds
Director of Customer Support
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What Makes Us Unique
At Cloudbeds, we’re not just building software—we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and elevate their commercial strategy through a unified platform that integrates with hundreds of partners. We achieve this with a completely remote team.
Imagine working alongside global innovators to build AI-powered solutions that address the biggest challenges for hoteliers. Since our founding in 2012, we’ve been named the World’s Best Hotel PMS Solutions Provider and featured on Deloitte’s Technology Fast 500—but we’re just getting started.
Director of Customer Support – Role Overview
How You’ll Make an Impact:
As Director of Customer Support, you will lead our global support organization and shape the experience hoteliers rely on when they need us most. This critical builder’s role is at the forefront of a transformation: shifting from reactive support to proactive partnership. Combining AI at scale with the deep empathy of true hospitality, you will:
- Oversee the health of the support queue
- Drive first-contact resolution and reduce resolution times
- Ensure every customer interaction remains human-centric
Our Customer Support Team
Call us anything but stuffy. We are a completely remote, global team of innovators and hospitality experts. The customer support organization comprises 66+ coaches and advanced support specialists spanning LATAM, EMEA, and APAC. Organised into teams led by experienced and senior leads, we act as the hoteliers' trusted advisor and secret weapon, now redefining support from the ground up.
What You Bring to the Team
You’re responsible for:
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Leading a multi-time-zone customer support organization with full accountability for:
- First-contact resolution
- Response and resolution times
- CSAT (Customer Satisfaction)
- Retention rates
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Demonstrating a track record of measurable improvement in critical metrics, including restoring team health and morale post high-pressure periods.
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Bringing deep expertise in hospitality or hospitality technology. Your understanding should translate from property operations, distribution challenges, and real-time downtime implications for hoteliers.
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Championing AI-assisted support with consummate judgement on functionality—balancing accuracy over scale. Your instincts should guide which areas AI helps and where it could hinder ethical or practical execution.
- Allowing technical or operational nuances to translate clearly for non-technical customers and internal teams.
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- Guiding a leadership team with empathy and accountability across multiple regions, languages, and cultures.
What Sets You Up for Success
Core Requirements:
- 8+ years of customer support experience, including 4+ years leading teams. Proven record of successfully leading other leaders across diverse regions, languages, and cultures.
- Undergraduate degree (or equivalent experience) in hospitality, business, or technology.
- Experience scaling a high-volume support function through significant change or transformation.
- Leadership familiarity in crisis management and escalation handling; building links with Product, Onboarding, and Account Management teams.
- A bias toward root-cause solutions. Your ethos should challenge unhelpful processes while advocating for practical fixes before automating impact.
- Proven experience with distributed teams, including managing cross-continuum organizational dynamics and collaborative goals.
Bonus Skills That Stand Out:
- Senior leadership experience managing regional managers across multiple territories.
- Postgraduate degree in Hospitality or Business.
- Experience with customer recovery programs or strategies for retaining at-risk accounts.
Compensation
Based on experience and skillset, compensation ranges competitively: $140,000–$180,000+ USD annually.
What to Expect – Your Journey with Cloudbeds
Behind Cloudbeds’ revolutionary technology is a 650+ global team across 40 countries, uniting elite engineers, AI architects, world-class designers, and hospitality veterans.
- Our cultural DNA: Speaking 30+ languages within a team driven to reinvent hospitality, balancing innovation with a passion for travel.
- Pushing boundaries in machine learning and operational design, we’re not merely watching the future of hospitality—investing in it, coding it, designing it, and shipping it.
Joining us means teaming up with some of the most forward-thinking minds in tech and AI, dedicated to transforming a trillion-dollar industry. This is your opportunity to help shape an industry-altering future.
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Learn more: cloudbeds.com
Company Awards & Recognition
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Best Overall 10 Places to Work | HotelTechAwards (2025)
- Most Loved Workplace Certified | 2024
- Top 10 People’s Choice | 2024
- Deloitte’s Worldwide Technology Fast 500 | 2024
Benefits
Work Culture & Flexibility
- 100% Remote First and always – designing and aligned within global adversity.
- Paid Time Off (PTO): Daily based on local labor requirements.
Wellbeing & Growth
- Monthly Wellness Fridays: Extra-long weekends every month.
- Paid Parental Leave: Full accommodation during leave periods.
- Home Office Subsidies (based on individual country requirements).
- Professional Development: Access Cloudbeds University and a range of management training, upskilling courses, and knowledge transfer collaborative frameworks.
Inclusion, Equity, Diversity & Belonging
- Equal Opportunity Employer proudly celebrating the diversity of vision within our communities.
Cloudbeds champions inclusion for all. We interrupt the existing bias for equal opportunity and ensure inclusion for all qualified individuals.
Disability Accommodations
- Accessible accommodations are essential to every step of our hiring process. We encourage contact with our internal disabilities access team:
- Phone: (858) 201-7832
- Email: accommodations@cloudbeds.com
Accreditation
- Sign language (ASL) interpreters available as reasonable accommodation for accessibility concerns during hiring stages.
Additional Company Policies
- For Staffing Agencies: Our Careers Site is solely for self-driven individuals seeking employment at Cloudbeds, not intermediaries. Third-party resumes and applications will not be processed. Please direct contributions directly through our remote openings. Only individuals are authorized to apply.
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