• Handle incoming calls from patients, attorneys, insurance companies, etc. to resolve problems and answer questions • Be able to effectively listen and communicate revenue cycle outcomes or processes with caller • Be familiar with and understand payor and state rules and regulations and client information • Adhere to all company policies and procedures • Other duties as assigned

Role Description As Director of 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 - The wellbeing of the people who deliver it Your goals will include raising first contact resolution and driving down resolution times while keeping the customer experience human. Qualifications - 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 - Experience leading distributed teams across multiple regions, languages, and cultures Requirements - Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention - Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure - Apply deep hospitality or hospitality-technology experience to every escalation and process decision - Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way - Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams - Lead other leaders with empathy and accountability across multiple regions, languages, and cultures Benefits - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full Paid Parental Leave - Home office stipend based on country of residency - Professional development courses in Cloudbeds University - Access to professional development, including manager training, upskilling and knowledge transfer

Role Description As Director of 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. Qualifications - 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 Requirements - Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention - Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure - Apply deep hospitality or hospitality-technology experience to every escalation and process decision — you understand property operations, distribution, and what downtime costs a hotelier in real time - Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale - Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams - Lead other leaders with empathy and accountability across multiple regions, languages, and cultures Benefits - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full Paid Parental Leave - Home office stipend based on country of residency - Professional development courses in Cloudbeds University - Access to professional development, including manager training, upskilling and knowledge transfer

• Monitor the customer journey, identifying areas for improvement and opportunities to evolve the experience. • Analyze feedback, satisfaction surveys, complaints and customer requests, proposing corrective and preventive actions. • Act as a technical reference for handling and resolving complex customer experience cases. • Ensure the quality and consistency of customer interactions, aligned with MED Review's values and culture. • Identify trends and opportunities to increase satisfaction, engagement and retention. • Support the standardization and optimization of support flows and internal CX processes. • Prepare and analyze strategic metrics and reports related to the customer experience. • Monitor metrics such as NPS, CSAT, CES and other satisfaction and loyalty indicators. • Propose continuous improvements to increase operational efficiency and the quality of the customer journey. • Mentor Mid-level and Junior Analysts, Assistants and Interns on best practices and area processes. • Contribute to the development of support materials, documentation and internal guides.