Head of Global Support
Core
Lead a global support organization of 130+ coaches and specialists across LATAM, EMEA, and APAC to transform reactive support into proactive partnership for hoteliers using a unified platform.
Role type
Senior leadership head of global customer support
Builds
A high-volume, AI-enhanced support operation for a hospitality SaaS platform
Domain
Hospitality technology (PMS, channel managers) and customer support operations
Deliverable
production ML models
Required skills
Leading large-scale contact centers, multi-region remote team management, AI/automation deployment in support, workforce planning, data-driven operations, crisis management, cross-functional alignment
Preferred skills
Senior leadership managing managers, hospitality or hotel-tech domain experience, customer recovery strategies
Technologies
AI platforms, workforce management tools, QA programs
Responsibilities
Own the customer experience and support queue health, drive first contact resolution and resolution times, rebuild team health after high-pressure periods, run operations on data to find root causes, lead other leaders with empathy and accountability
Seniority
Senior, hands-on IC leader
