Senior Support Operations Manager

Senior Support Operations Manager
Cloudbeds
About Cloudbeds
Cloudbeds builds the software that hotels and hotel groups run on, in 150 countries, handling billions of dollars in bookings every year. We help hoteliers run leaner and earn more through one platform that ties into hundreds of partner tools. The company has been remote since it started in 2012. Along the way we picked up the title of World's Best Hotel PMS Solutions Provider, and made Deloitte's Technology Fast 500 list again in 2024. There's still a lot left to build.
The Role
This job is about the systems behind support, not the support tickets themselves. You won't be sitting in a queue answering customers. You'll be the person who builds and maintains the workflows, automations, reporting, and tools that let the support team actually do its job well at scale. If you like taking something messy and making it work, and you'd rather argue with data than with opinions, you'll probably like this.
Our Customer Support Team
This team runs on two things: discipline and a real sense of what's at stake for the hotels that depend on us. We're spread out across the globe and fully remote, and we hold a high bar because of that, not in spite of it. We move fast but we don't cut corners, and we genuinely care about doing right by customers and by each other.
What You'll Do

Run Zendesk (and whatever else we use alongside it): routing, queues, triggers, automations, SLAs, escalation paths. You own how this works end to end.
Push forward AI-driven support capabilities. Find where automation actually helps, make self-service and chatbots better, and work with Product and Engineering to get there.
Set up and maintain the KPI reporting and dashboards leadership actually looks at: ticket volume, handle time, resolution rates, escalations, staffing efficiency, all turned into something useful.
Build forecasting models for support demand. Work with support leadership on staffing plans, capacity, schedules, and getting ready for launches and seasonal spikes.
Map out support workflows and find where they break down, for customers and for the team internally. When something keeps going wrong, dig into why instead of patching it again.
Work across Product, Engineering, CS, Data, and Revenue Operations. Bring up the patterns you're seeing, push for changes to the roadmap when it matters, and keep customer-facing processes consistent.
Look at new support tools and technologies and figure out what's worth bringing in to keep things scaling.

What You Bring

5+ years in Support Operations, Customer Operations, Business Systems, Revenue Operations, or something close to that.
Real, hands-on Zendesk admin experience (or an equivalent platform): you've actually built routing logic, automations, and SLA setups that held up under load.
You've built processes from nothing before, or fixed ones that were broken, and turned them into something repeatable.
You can build a dashboard leadership trusts and explain what the numbers mean for the business, not just report them.
You've led process improvement or automation work at scale and know how to spot where the effort actually pays off.
You can manage a project and get buy-in from people who don't report to you, including people more senior than you.
You're fine working remote, across time zones, in a company that's still figuring some things out as it grows, and you don't mind building the thing as much as managing it.

Nice to Have

You've worked on AI support tools before: chatbots, agent assist, auto-triage, deflection.
You know SQL and have used Looker, Tableau, or Power BI for real reporting work.
You've worked in hospitality tech or SaaS, or supported a support team that was spread out globally.

Compensation
$140,000–$180,000+ USD a year, depending on experience.
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Life at Cloudbeds
We're about 650 people in 40+ countries, speaking 30+ languages between us, working on problems in hospitality that most companies don't bother with. What we have in common is an interest in travel and in building things that actually work.