Director of Customer Support
New
C
CloudbedsHospitality Technology
Location: Europe, multi-time-zoneFull-TimeDirector
Salary180,000 - 190,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years in customer support or service, including at least 4 years leading teams
- Required Skills
- Change ManagementSaaS
Requirements
- 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.
- 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 skills.
- Proven track record of moving support metrics and rebuilding team health/morale.
- Experience leading distributed, multi-regional teams.
- Ability to translate complex technical concepts for non-technical audiences.
- Strong root-cause analysis skills with a focus on process automation.
- Confidence in cross-functional alignment across Product, Onboarding, and Account Management teams.
Responsibilities
- Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention.
- Transform reactive support into proactive partnership by combining AI at scale with empathetic human service.
- Apply deep hospitality or hospitality-technology experience to process decisions, escalation handling, and operational strategies.
- Deploy AI-assisted support solutions with a focus on accuracy and operational efficiency.
- Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal stakeholders.
- Lead other leaders with empathy and accountability across multiple regions, languages, and cultures.
View Full Description & ApplyYou'll be redirected to the employer's site
