Customer Support Coach – Integrations

🔥 0 minutes ago

🇹🇭 Thailand – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

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Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• Serve as subject matter expert and primary escalation point for MecX Tech integrations, owning the Carmen Accounting interface and TM30 Immigration reporting integration • Investigate complex failures using logs, API tooling, and structured troubleshooting to identify root causes • Track TM30 submission success rates and reduce failures before regulatory exposure occurs • Partner with Onboarding and Sales to configure new properties correctly on Carmen and TM30 • Mentor and upskill Support agents through training sessions, decision trees, troubleshooting guides, and ticket shadow reviews • Drive adoption of AI and modern tooling to reduce diagnostic work • Liaise with development and integration partners to triage issues, maintain shared logs, and drive resolution • Translate recurring field issues into bug reports and product feedback, advocating for the Thai market and tracking fixes through release • Own the knowledge base with searchable documentation in Thai and English • Track and report integration health metrics including ticket volume, time to resolution, escalation rate, and integration error rates

🎯 Requirements

• 3+ years in a technical support, integrations support, or implementation role • Able to read API documentation, interpret JSON/XML payloads, work through logs, and use tools like Postman • Experience in hotel operations or hospitality technology, including PMS, channel manager, POS, or hotel back-office/accounting systems • Familiarity with night audit, revenue posting, and hotel day-closing processes • Native or business-fluent Thai and strong professional English, in writing and conversation • Proven ability to teach, mentor, and level up peers • High emotional intelligence and calm ownership when customers are blocked, frustrated, or facing a deadline • Accountable, data-driven, and detail-oriented • Experience with Zendesk, Jira, Salesforce, or similar tools • Comfortable working with AI and learning new software quickly • Comfortable working with diverse cultures and backgrounds across time zones • Currently authorized to work in Thailand without requiring visa sponsorship • Bonus: Direct experience with Carmen Software, Sun Systems, Xero, QuickBooks, SAP, TM30, Thai Immigration reporting, or government compliance reporting integrations • Bonus: Experience with a Thai hospitality technology partner or reseller, hospitality degree, or hotel operations background • Bonus: Basic SQL or Python and additional regional languages such as Mandarin, Japanese, or Bahasa

🏖️ Benefits

• Remote First, Remote Always • PTO in accordance with local labor requirements • Fully 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

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