Lead, coach, and develop a team of Customer Support Leads, setting clear goals and conducting regular 1:1s.
Act as the primary escalation point for complex customer issues, drawing on hotel operations background to drive resolution.
Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.

What You Bring to the Team:

Champion a culture where the team takes ownership of outcomes and customers feel the difference.
Leverage Cloudbeds' AI tools to improve team efficiency and help your team work smarter.
Use customer feedback and ticket trend data to identify what isn't working and fix it structurally.

What Sets You Up for Success:

Bring significant direct experience in hotel or resort operations – front office, property management, etc.
Demonstrate 2+ years of experience leading a customer-facing team with proven ability to coach and build culture.
Show strong technical aptitude and learning agility, thriving in a fast-paced, high-change environment.

What to Expect - Your Journey with Us:

Be part of a team of 650+ employees across 40+ countries, combining elite engineers, AI architects, and hospitality veterans.
Work in a diverse, remote-first environment where innovation and travel passion are shared.
Help transform hospitality through pioneering breakthroughs in machine learning and AI.

Cloudbeds

Cloudbeds builds an intelligently designed platform for hospitality, powering properties across 150 countries with billions in bookings annually. With over 650 employees across 40+ countries, they are a remote-first team that values innovation and collaboration.

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