Job Description
What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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 become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 but we're just getting started. How You'll Make an Impact: As a Senior Support Operations Manager at Cloudbeds, you will own the operational backbone of our global support organization. This is not a traditional support management role - you won't be managing ticket queues day-to-day. Instead, you will design, implement, and continuously improve the systems, workflows, automation, reporting, AI tools, and infrastructure that empower our support teams to deliver world-class customer experiences at scale. If you love turning operational complexity into elegant, scalable systems and using data to drive decisions that actually matter, this role was built for you. Our Customer Support Team: Our Customer Support organization is where operational rigor meets hospitality mission — a global, fully remote team that holds itself to the highest standard because we know what's at stake for every property that depends on Cloudbeds. We move fast, build with intention, and genuinely care about the outcomes we deliver for our customers and for each other. If you thrive on making complex things simple, using data to drive change, and building systems that scale, you'll feel right at home here. What You Bring to the Team: Own the administration and optimization of Zendesk and related support platforms — designing and maintaining ticket routing, queue structures, workflows, triggers, automations, SLAs, and escalation paths that keep global support operating at peak efficiency Lead the implementation of AI-driven support capabilities — identifying automation opportunities, improving self-service experiences, chatbot effectiveness, and agent productivity in partnership with Product and Engineering Establish and own KPI reporting and executive dashboards — translating ticket volume, handle time, resolution rates, escalation trends, and staffing efficiency data into clear, actionable insights for senior leadership Build and maintain forecasting models for support demand — partnering with support leadership on workforce planning, capacity strategy, schedule adherence, and readiness for product launches and seasonal peaks Map and optimize end-to-end support workflows — reducing customer effort, eliminating internal friction, and leading root-cause investigations that drive structural, systemic improvements rather than case-by-case fixes Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations — surfacing recurring customer pain points, influencing roadmap priorities, and aligning customer-facing processes at scale Evaluate and implement new support technologies — building a scalable operational foundation capable of supporting rapid global growth What Sets You Up for Success: 5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role Deep hands-on expertise administering Zendesk or an equivalent enterprise support platform — you know how to build routing logic, workflows, automations, and SLA frameworks that scale Strong experience designing and implementing operational processes — you have a track record of turning broken or nonexistent systems into efficient, repeatable workflows Advanced analytical skills with the ability to build executive dashboards, own KPI frameworks, and translate support data into business decisions Proven success leading large-scale process improvement and automation initiatives — you know how to identify leverage and execute against it Exceptional project management, communication, and stakeholder influence skills — you can operate at the VP level and align teams across functions without formal authority Comfortable operating in a fast-growing, globally distributed, remote-first environment where you build as much as you manage Bonus Skills to Stand Out : Experience implementing AI-powered customer success/support solutions — chatbots, agent assist, automated triaging, or self-service deflection at scale SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI for advanced data modeling and reporting Background in hospitality technology or SaaS, and/or experience supporting globally distributed support organizations Compensation: Depending on your skills and e
