Lead, Customer Support

🔥 12 hours ago

🇹🇭 Thailand – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Lead, coach, and develop Thailand Customer Support Coaches serving the Thai market across tickets, phone calls, and live chat • Build a positive team culture based on accountability, collaboration, and continuous improvement • Conduct regular 1:1s, performance reviews, coaching sessions, professional development planning, and feedback • Monitor CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and support quality • Oversee daily Support operations, ticket distribution, staffing coverage, and workload management • Manage complex customer escalations, including technical troubleshooting, customer communication, and de-escalation • Coordinate with global Support leadership and technical teams during system incidents or outages • Support investigation and documentation of technical issues, bug reproduction, and escalation through JIRA or other internal tools • Identify product knowledge gaps and deliver coaching, technical training, and learning opportunities • Review customer satisfaction feedback, ticket quality, and recurring issues to improve customer experience • Use Support data and customer feedback to recommend operational and process improvements • Partner with Account Management, Onboarding, Product, Engineering, and Operations • Leverage AI, automation, and Support tools to improve efficiency and service quality

🎯 Requirements

• 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment • Experience managing daily Support operations, team performance, coaching, and employee development • Experience working in a fast-paced SaaS, software, or technology support environment • Strong technical troubleshooting skills, including investigating complex customer issues and identifying possible product defects • Experience using Zendesk or similar ticketing platforms • Strong analytical skills for interpreting Support metrics and identifying improvement opportunities • Excellent customer communication, conflict resolution, and escalation management skills • Confident written and spoken communication in both Thai and English • Strong leadership, coaching, and interpersonal skills • Excellent organizational and prioritization skills • Comfortable working independently and leading a remote team in a fast-paced, international environment • Continuous improvement mindset and willingness to learn AI and automation tools • Applicants must be currently authorized to work in Thailand without requiring visa sponsorship

🏖️ 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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