客户服务主管
Director of Customer Support
**Cloudbeds 的独特之处**
在 Cloudbeds，我们不仅仅是开发软件，我们正在改变酒店业。我们智能设计的平台为全球 150 个国家的物业提供支持，每年处理数十亿美元的预订。从独立物业到酒店集团，我们通过一个与数百个合作伙伴集成的统一平台，帮助酒店业主改善运营并提升商业策略。而且我们拥有一个完全远程的团队。想象一下，与全球创新者一起工作，打造人工智能驱动的解决方案，解决酒店业主最大的挑战。自 2012 年成立以来，我们已成为全球最佳酒店 PMS 解决方案提供商，并于 2024 年再次入选德勤科技 Fast 500 榜单，但我们的旅程才刚刚开始。
**你将如何产生影响：**
作为客户支持总监，你将领导我们的全球支持团队，并负责酒店业主在最需要我们的时候所获得的体验。这是一个在关键时刻发挥建设者作用的职位。我们将把被动支持转变为积极合作，结合大规模的人工智能与真正的酒店业同理心。你将对队列的健康状况、每个回答的质量以及提供服务人员的福祉负责——提高首次接触解决率，同时降低解决时间，同时保持客户体验的人性化。
**我们的客户支持团队：**
忘记那些沉闷的公司办公室。我们是一个完全远程的全球团队，由创新者和酒店业专家组成。支持团队大约有 66 名教练和高级支持专家，分布在拉丁美洲、欧洲、中东和非洲（EMEA）以及亚太地区（APAC），由经验丰富的主管和高级主管领导。我们是客户的秘密武器和值得信赖的顾问，我们正在从零开始重新构建支持方式。
**你将为团队带来什么：**
- 领导一个全球性的、跨多个时区的客户支持组织，对首次接触解决率、响应和解决时间、客户满意度（CSAT）和客户留存率负全责
- 有推动关键指标并在此后高压时期重建团队健康和士气的业绩记录
- 在每一次升级和流程决策中应用深厚的酒店业或酒店技术经验——你了解物业运营、分销渠道，以及停机对酒店业主的实际成本
- 部署人工智能辅助支持，具备敏锐的直觉来判断它在哪些地方能帮助酒店业主，在哪些地方会成为障碍——准确度高于规模
- 将技术和运营概念进行翻译
查看英文原文
**What Makes Cloudbeds 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 uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started.
**How You'll Make an Impact:**
As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it — raising first contact resolution and driving down resolution times while keeping the customer experience human.
**Our Customer Support Team:**
Forget the stuffy corporate office. We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 66 coaches and advanced support specialists across LATAM, EMEA, and APAC, organized into teams led by experienced leads and senior leads. We are our clients' secret weapon and trusted advisor, and we are rebuilding how support works from the ground up.
**What You Bring to the Team:**
- Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention
- Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure
- Apply deep hospitality or hospitality-technology experience to every escalation and process decision — you understand property operations, distribution, and what downtime costs a hotelier in real time
- Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale
- Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams
- Lead other leaders with empathy and accountability across multiple regions, languages, and cultures
**What Sets You Up for Success:**
- 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 — not solely hotel, resort, or travel/reservations operations — you know what it means to own a queue, a ticket, and a CSAT score in a software environment
- Direct, hands-on hotel or resort operations experience in a guest-facing role (front desk, guest services, GM, or similar) — you understand property operations and distribution, and what downtime costs a hotelier because you've lived it on the floor, not just adjacent to it
- 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 with confident cross-functional alignment across Product, Onboarding, and Account Management
- A bias toward fixing root causes — you challenge process that creates unnecessary work and prove a fix by hand before automating it
- Experience leading distributed teams across multiple regions, languages, and cultures
**Bonus Skills to Stand Out :**
- 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
**Compensation:** Depending on your skills and experience, you can expect your annual compensation to be between $180,000 - $190,000 USD (The salary is only for US-based candidates). _Please note that we maintain high flexibility, and packages above this range will be considered._
**What to Expect - Your Journey with Us**
Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn more online at [cloudbeds.com](https://www.cloudbeds.com/)
**Company [Awards](https://www.cloudbeds.com/press/?press_type=company-news&news_category=awards):**
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice (2024)
- Deloitte Technology Fast 500 (2024)
**Discover our Benefits:**
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays - enjoy an extra-long weekend every month
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling and knowledge transfer
**Everyone is Welcome - A Culture of Inclusion**
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at [accommodations@cloudbeds.com](mailto:accommodations@cloudbeds.com). Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.
#LI-REMOTE