Education: Bachelors
Experience: Minimum 4 Years
Location: Canada, USA
Salary: $180,000 - $190,000
Director of Customer Support in Canada and USA
Cloudbeds is hiring a senior-level Director of Customer Support to lead our global support organization across Canada, the USA, and remote regions. In this role, you will oversee a distributed team of roughly 66 coaches and advanced support specialists spanning LATAM, EMEA, and APAC, managing other leaders with empathy and accountability across multiple regions, languages, and cultures.
Role Responsibilities and Impact
- Own the end-to-end customer experience, transforming reactive support into proactive partnership by combining AI at scale with human hospitality.
- Take full accountability for the health of the queue, first contact resolution, response and resolution times, CSAT, and retention.
- Apply deep hospitality and hospitality-technology experience to escalations, understanding property operations, distribution, and real-time downtime costs.
- Deploy AI-assisted support with a focus on accuracy over scale.
- Translate technical and operational concepts into clear guidance for non-technical customers and internal teams.
Candidate Requirements
- 8+ years in customer support or service, including a minimum of 4 years leading teams with experience leading other leaders.
- Direct customer support leadership experience for a SaaS or software product.
- Direct, hands-on hotel or resort operations experience in a guest-facing role such as front desk, guest services, or general manager.
- A Bachelor's degree or equivalent experience in hospitality, business, or technology.
- Experience scaling a high-volume support function through significant change, handling crises, and aligning cross-functionally with Product, Onboarding, and Account Management.
The salary for this position is $180,000 - $190,000.