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.

• Provide leadership, management and oversight responsibility for the Customer Service team • Ensure the highest level of customer service possible • Provide day-to-day direction - planning, coaching, training, coordinating and developing execution strategies for all activities of the Customer Service team • Partner effectively with Senior Leadership and all NELLC functional teams to provide increasingly positive customer relationships • Conduct ongoing customer needs analysis, and research of customer requirements • Define and communicate customer service standards • Develop and implement customer service policies and procedures • Oversee the achievement and maintenance of agreed customer service levels and standards • Direct the daily operations of the customer service team • Plan, prioritize and delegate work tasks to ensure proper functioning of the department • Ensure the necessary resources and tools are available for quality customer service delivery • Review customer complaints • Regularly contact customers to ensure customer satisfaction and timely resolution of any issues • Track customer complaint resolution • Assist in customer problem escalation, providing critical overview perspective • Monitor accuracy of reporting and data base information • Analyze relevant data to determine customer service outputs, trends etc. • Identify and implement strategies to improve quality of service, productivity and profitability • Liaise with company management to support and implement growth strategies • Coordinate and manage customer service projects and initiatives • Ensure budget requirements are met • Evaluate and performance manage staff • Identify and address staff training and coaching needs • Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager