Lead, Customer Support

🔥 6 hours ago

🇹🇭 Thailand – Remote

⏰ Full Time

🟠 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

• Lead, coach, and develop Thailand Customer Support Coaches serving the Thai market across tickets, phone calls, and live chat • Build and maintain a high-performing Support team through 1:1s, performance reviews, coaching, professional development planning, and feedback • Monitor team KPIs including 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 and guide technical troubleshooting, customer communication, and de-escalation • Coordinate with global Support leadership and technical teams during system incidents or outages • Support investigation of technical issues, bug reproduction, documentation, 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 coaching and customer experience • Use Support data and customer feedback to recommend improvements and lead process improvement initiatives • Partner with Account Management, Onboarding, Product, Engineering, and Operations to improve issue resolution and customer experience • 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 and ability to interpret Support metrics • Excellent customer communication, conflict resolution, and escalation management skills • Communicate confidently in both Thai and English, written and spoken • 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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