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90,000+ live jobsHead of Global Support
Remote, Europe; Latin America; North America·Added 2 days ago (last checked 2 Nov)
Our summary
- Salary
- US$160,000 - US$220,000 a year
- Work mode
- Remote (Europe; Latin America; North America)
- English
- Required
- Experience
- 8+ years
- Education
- University degree
Visa options
The ad rules out sponsorship
Per the ad: “At this time, Cloudbeds is unable to provide sponsorship for work visas.”
May fit the digital nomad visa
A remote job for a company outside Spain: you apply yourself, no sponsor needed. It asks for about €2,849 a month in remote income.
Skills
Requirements
What we're looking for
- Built and scaled high-volume contact center or support operations across phone, chat, email, and messaging
- Led large support organizations serving both SMB and mid-market/enterprise customers, with different service models for each
- Ran multi-region, multi-time-zone, fully remote teams with full accountability for first contact resolution, response and resolution times, CSAT, and retention
- Supported a complex operational software product (ERP, PMS, POS, payments, or similar) where downtime costs the customer real money
- Deployed AI and automation at scale in a support operation, with strong instincts for where it helps the customer and where it gets in the way
- Lead other leaders with empathy and accountability, and rebuild team health after periods of high pressure
- Run the operation on data: you know your numbers, find root causes, and prove a fix before scaling it
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
- 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
- Hands-on experience with workforce management, capacity planning, and QA programs in a contact center environment
Nice to have
- 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
- Hospitality or hospitality-technology experience (property operations, distribution, PMS)
Pay & benefits
What you'll get
Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $160,000 and $220,000 USD. Please note that we maintain high flexibility, and packages above this range will be considered. (The salary is only for US-based candidates).
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Remote First, Remote Always
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PTO in accordance with local labor requirements
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Fully Paid Parental Leave
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Home office stipend based on country of residency
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Professional development courses in Cloudbeds University
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Access to professional development, including manager training, upskilling, and knowledge transfer
Visa & relocation
Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.
The role
At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large 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 continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.
What you'll do
As the Head of Global 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. You'll bring the operating discipline of a large-scale contact center (workforce planning, queue health, quality, and data) and pair it with an AI platform that already touches nearly every ticket we receive.
About Cloudbeds
Cloudbeds is a hospitality technology company that provides a cloud-based property management system (PMS), booking engine, channel manager, and other tools for hotels, hostels, and vacation rentals. Founded in 2012 and headquartered in San Diego, USA, the company serves over 20,000 properties in more than 150 countries, positioning itself as a leading platform in the hospitality tech sector. Its software integrates reservations, front desk operations, and guest communications, helping hospitality businesses streamline operations and grow revenue.
In Spain, Cloudbeds has a growing presence, with open roles spanning engineering, data, and operations. The company is known for a remote-friendly culture and a diverse, global team, making it an attractive option for international professionals. With a focus on innovation and customer success, Cloudbeds offers opportunities for career growth in a fast-paced, collaborative environment, and its Spain-based roles often support European operations, providing a gateway to the broader EMEA market.
- Industry
- Hospitality Tech
- Founded
- 2012
- Employees
- 500–1,000
- Headquarters
- San Diego, USA
Good to know if you are moving
- Cloudbeds is a remote-first company, offering flexibility for employees to work from various locations, including Spain.
- The company has a diverse, international team, with employees from over 40 countries, fostering a multicultural work environment.
- Spain-based roles often support the EMEA region, providing opportunities to work with clients across Europe, the Middle East, and Africa.
- Cloudbeds has been recognized as a top workplace in the hospitality tech industry, with a strong focus on employee satisfaction and growth.
- The company offers competitive benefits and professional development opportunities, including access to industry conferences and training.
In their own words
About the company & team
Forget the stuffy corporate office. We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 130 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.
Additional information
Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, 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
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Winner - Hotel Management Software | HotelTechAwards (2026)
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Overall 10 Best Places to Work | HotelTechAwards (2026)
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Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
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Finalist - Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
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Most Loved Workplace® Certified (2024)
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Deloitte Technology Fast 500 (2024)
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. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.
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.
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