Head of Global Support (Customer Support)

Location: Remote across Europe, Latin America, and North America

Annual compensation: $160,000–$220,000 USD for US-based candidates; packages above this range may be considered.

Company

hirify.global builds a unified hospitality software platform used by hotels in 150 countries, integrating hotel operations and commercial tools with hundreds of partners.

What you will do

• Lead the global customer support organization and own the experience provided to hoteliers.
• Manage queue health, answer quality, first contact resolution, response and resolution times, CSAT, and retention.
• Scale contact-center operations across phone, chat, email, and messaging for SMB, mid-market, and enterprise customers.
• Use AI and automation across the support operation while maintaining appropriate human support.
• Run workforce planning, capacity management, quality programs, and data-driven root-cause improvements.
• Lead managers and distributed support teams with empathy, accountability, and cross-functional alignment.

Requirements

• 8+ years of experience in customer support or service, including at least 4 years leading teams and other leaders.
• Experience building and scaling high-volume contact-center or support operations through significant change or transformation.
• Experience leading distributed teams across multiple regions, languages, and cultures.
• Experience supporting complex operational software such as ERP, PMS, POS, payments, or similar products where downtime has a material customer impact.
• Experience with workforce management, capacity planning, and QA programs in a contact-center environment.
• Experience deploying AI and automation at scale in support operations.
• Excellent crisis management, escalation handling, and cross-functional alignment with Product, Onboarding, and Account Management.
• Bachelor’s degree or equivalent experience in hospitality, business, or technology.

Nice to have

• Senior leadership experience managing managers across multiple regions.
• Advanced degree in Hospitality or Business.
• Experience creating customer recovery or save motions for at-risk accounts.
• Hospitality or hospitality-technology experience, including property operations, distribution, or PMS.

Culture & Benefits

• Remote-first, remote-always work model with a global team.
• PTO in accordance with local labor requirements.
• Fully paid parental leave.
• Home-office stipend based on country of residence.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Applicants must already be authorized to work in the location where the position is based; visa sponsorship is not available.