Director of Customer Support
C
CloudbedsHospitality software
Work from home in eligible locations across Canada, multi-time-zoneFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8+ years in customer support or service, including at least 4 years leading teams
- Required Skills
- Customer serviceSaaSProcess improvement
Requirements
- Have 8+ years of experience in customer support or service.
- Have at least 4 years of experience leading teams, including experience leading other leaders.
- Have direct experience leading customer support for a SaaS or software product.
- Have hands-on, guest-facing hotel or resort operations experience, such as front desk, guest services, or general management.
- Hold a bachelor's degree or have equivalent experience in hospitality, business, or technology.
- Have experience scaling a high-volume support function through significant change or transformation.
- Demonstrate crisis management and escalation-handling experience, including cross-functional alignment with Product, Onboarding, and Account Management.
- Have experience leading distributed teams across multiple regions, languages, and cultures.
- Understand hospitality property operations and distribution.
Responsibilities
- Lead a global, multi-time-zone customer support organization.
- Own first contact resolution, response and resolution times, CSAT, and retention.
- Maintain queue health and the quality of customer answers.
- Deploy AI-assisted support, prioritizing accuracy and customer needs.
- Translate technical and operational concepts into practical guidance for customers and internal teams.
- Lead managers and teams across multiple regions, languages, and cultures.
- Handle escalations and align cross-functionally with Product, Onboarding, and Account Management.
- Identify root causes, test fixes, and improve processes before automating them.
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