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Senior Support Operations Manager
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Senior Support Operations Manager at Cloudbeds
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 uplift their commercial strategy through a unified platform that integrates with hundreds of partners
- Our completely remote team operates globally
- Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges
- Since 2012, we’ve been named the World's Best Hotel PMS Solutions Provider and have again been ranked on Deloitte’s Technology Fast 500 in 2024
How You'll Make an Impact
As a Senior Support Operations Manager at Cloudbeds, you’ll own the operational backbone of our global support organization:
- This role isn’t about traditional ticket queue management
- You’ll design, implement, and continuously improve support systems, workflows, automation, reporting, AI tools, and infrastructure
- You’ll empower support teams to deliver world-class customer experiences at scale
This role is perfect for someone who thrives on:
- Turning operational complexity into elegant, scalable systems
- Using data to drive actionable, meaningful decisions
Our Customer Support Team
Our Customer Support organization combines operational rigor with a hospitality mindset:
- A global, fully remote team focused on excellence
- We prioritize agility and genuine care—from care for our customers to care for each other
- Perfect if you love making complex things simple, using data to drive change, and building scalable systems
What You Bring to the Team
Core Responsibilities
- Own the administration and optimization of Zendesk and related platforms, including:
- Ticket routing, queue structures, workflows, triggers, automation, SLAs, and escalation paths
- Lead the implementation of AI-driven support capabilities, by:
- Identifying automation opportunities
- Improving self-service experiences, chatbot effectiveness, and agent productivity
- Partnering with Product and Engineering
- Establish and own KPI reporting, including:
- Executive dashboards for ticket volume, handle time, resolution rates, escalation trends, and workforce efficiency
- Build and maintain forecasting models for:
- Support demand, workforce planning, capacity strategy, readiness for product launches, and seasonal peaks
- Map and optimize end-to-end support workflows to:
- Reduce customer effort and internal friction
- Lead root-cause investigations for systemic improvements
- Cross-functional partnerships with teams including:
- Product, Engineering, CS, Data, and Revenue Operations
- Evaluate and implement new support technologies to support rapid global growth
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What Sets You Up for Success
Minimum Experience & Skills
- 5+ years in Support Operations, Customer Operations, Business Systems, Revenue Operations, or comparable leadership roles
- Deep hands-on expertise with Zendesk (or equivalent):
- Building routing logic, automations, workflows, and SLA frameworks at scale
- Strong experience designing and implementing processes:
- Turning inefficient or non-existent systems into efficient workflows
- Advanced analytical skills, including:
- Building executive dashboards
- Ownership of KPI frameworks
- Translating support data into business decisions and actions
- Proven track record leading large-scale process improvement and automation initiatives
- Exceptional project management, communication, and stakeholder influence skills to:
- Operate and align teams at the VP level without formal authority
- Excel in fast-growing, globally distributed, remote-first environments
Bonus Skills That Make You Stand Out
- Experience with AI-powered customer success/support solutions, such as:
- Chatbots, agent assist, automated triaging, or self-service tools at scale
- SQL proficiency, paired with experience in BI tools like:
- Looker, Tableau, or Power BI for advanced data modeling and reporting
- Background in hospitality technology, SaaS, or working with globally distributed support organizations
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Compensation & Expectations
Annual compensation range: $140,000 - $170,000 USD
Explore what awaits you on our mission: cloudbeds.com
Company Awards
- Best All-In-One Hotel Management System (2025 HotelTechAwards)
- Overall 10 Best Places to Work (2025 HotelTechAwards)
- Most Loved Workplace® Certified (2024)
- Top 10 People's Choice (2024)
- Deloitte Technology Fast 500 (2024)
Discover Our Benefits
- Remote-First, Remote Always
- Paid Time Off (PTO) aligned with local labor requirements
- Monthly Wellness Fridays – extend your weekend by an extra day once a month
- Full Paid Parental Leave
- Home office stipend based on your country of residency
- Professional development through Cloudbeds University
- Access to additional training, including manager training, upskilling, and knowledge transfer programs
- A culture that values Everyone Is Welcome – A Culture of Inclusion
Inclusion & Reasonable Accommodations
Cloudbeds is an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on the following:
- Race, religion, color, national origin
- Gender (including pregnancy, childbirth, or related medical conditions)
- Sexual orientation, gender identity, gender expression
- Age, veteran status, disability, or other applicable legally protected characteristics
Accommodations for Applicants with Disabilities
If reasonable accommodation is needed to:
- Participate in the job application or interview
- To perform essential job functions, please contact:
- Phone: (858) 201-7832
- Email: accommodations@cloudbeds.com
Cloudbeds provides ASL interpretation wherever it functions as a reasonable hiring process accommodation.
Staffing Note: Our careers site is for individuals only. Agencies, recruiting firms, or representatives are not authorized to post resumes on behalf of candidates. Cloudbeds does not accept unsolicited applications from agencies.
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