Senior Support Operations Manager

How You'll Make an Impact:

As a Senior Support Operations Manager at Cloudbeds, you will be the architect of our global support organization's operational efficiency. Your focus will be on designing, implementing, and refining the systems, workflows, automation, reporting, AI tools, and infrastructure that empower our support teams to deliver exceptional customer experiences at scale. This role is ideal for individuals who excel at simplifying operational complexity, driving decisions with data, and building robust, scalable systems.

Our Customer Support Team:

Our Customer Support organization is a global, fully remote team committed to operational rigor and a passion for hospitality. We operate at a high standard, understanding the critical role we play for properties relying on Cloudbeds. We value speed, intentionality, and a genuine care for customer outcomes and team collaboration. If you thrive on making complex tasks simple, using data to effect change, and building scalable systems, you will find a welcoming environment here.

What You Bring to the Team:

• Own the administration and optimization of Zendesk and related support platforms, including ticket routing, queue structures, workflows, automations, SLAs, and escalation paths.
• Lead the implementation of AI-driven support capabilities, identifying automation opportunities and enhancing self-service, chatbot effectiveness, and agent productivity in partnership with Product and Engineering.
• Establish and own KPI reporting and executive dashboards, translating support metrics into actionable insights for senior leadership.
• Build and maintain forecasting models for support demand, collaborating with leadership on workforce planning, capacity strategy, and readiness for product launches and peak periods.
• Map and optimize end-to-end support workflows to reduce customer effort, eliminate internal friction, and drive systemic improvements.
• Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations to surface pain points and influence roadmaps.
• Evaluate and implement new support technologies to build a scalable operational foundation.

What Sets You Up for Success:

• 5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a similar operational leadership role.
• Deep, hands-on expertise administering Zendesk or an equivalent enterprise support platform.
• Strong experience designing and implementing operational processes and repeatable workflows.
• Advanced analytical skills with experience in executive dashboards, KPI frameworks, and data-driven decision-making.
• Proven success leading large-scale process improvement and automation initiatives.
• Exceptional project management, communication, and stakeholder influence skills.
• Comfort operating in a fast-growing, globally distributed, remote-first environment.

Bonus Skills to Stand Out:

• Experience implementing AI-powered customer success/support solutions (chatbots, agent assist, automated triaging).
• SQL proficiency and experience with BI tools (Looker, Tableau, Power BI).
• Background in hospitality technology or SaaS, or experience supporting globally distributed support organizations.

Compensation:

• Annual compensation between $140,000-$180,000+ USD, depending on skills and experience.

What to Expect - Your Journey with Us:

Cloudbeds is a global team of over 650 employees across 40+ countries, united by a passion for innovation and travel. We are leaders in transforming hospitality with AI-powered solutions, recognized with numerous awards including Deloitte's Technology Fast 500. Join us to code, design, and ship the future of hospitality.

Discover our Benefits:

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays
• Full Paid Parental Leave
• Home office stipend
• Professional development courses in Cloudbeds University
• Access to ongoing professional development opportunities.

Everyone is Welcome - A Culture of Inclusion:

Cloudbeds is committed to diversity and inclusion, celebrating the richness of our global team. We provide reasonable accommodations for individuals with disabilities throughout the hiring process. We do not accept unsolicited resumes from agencies.