Manager, Customer Support - APAC

About Cloudbeds

Cloudbeds is a transformative hospitality technology company that provides an intelligent platform supporting properties in over 150 countries and handling billions in bookings every year. Catering to a range of clients from independent hotels to large hotel groups, Cloudbeds integrates its software with hundreds of partners to enhance hotel operations and commercial strategies. Established in 2012, the company has been recognized as the world’s leading hotel PMS solutions provider and ranked again in Deloitte's Technology Fast 500 in 2024, working with a fully remote team.

Role Overview

As the Customer Support Manager for the APAC region, you will lead and mentor a team of Customer Support Leads focused on providing outstanding assistance to hospitality clients relying on Cloudbeds. Utilizing your direct experience in hotel operations, you will handle complex escalations, coach your team effectively, and improve support processes to minimize disruptions to property operations.

Key Responsibilities

• Lead, coach, and develop a team of Customer Support Leads through goal-setting, one-on-one meetings, and fostering a high-performance culture.
• Serve as the main escalation contact for challenging customer issues, applying your hospitality background to assess business impact and drive empathetic resolutions promptly.
• Manage essential support metrics such as CSAT, NPS, SLA compliance, and First Contact Resolution, reporting trends and insights to senior leaders regularly.
• Promote a culture of accountability and proactive customer engagement, including direct phone interactions to resolve problems swiftly.
• Utilize Cloudbeds' AI-driven tools to enhance team productivity and operational efficiency.
• Analyze customer feedback and ticket trends to identify systemic issues and implement sustainable solutions.
• Collaborate closely with Product, Engineering, and Customer Success leadership to identify customer patterns and contribute to broad improvements in service quality.
• Recruit, nurture, and retain team members through honest coaching, meaningful feedback, and genuine commitment to their growth.

Qualifications and Experience

• Extensive hands-on experience in hotel or resort operations in areas such as front office, property management, revenue management, food and beverage, or events at independent, managed, or branded properties. This experience is mandatory.
• At least two years of leadership experience supervising customer-facing teams, with a demonstrated ability to set objectives and cultivate a collaborative remote working environment.
• Strong aptitude for technology and fast learning; ability to independently troubleshoot and adapt in a dynamic, evolving tech environment.
• Comfortable managing in a rapid-change, high-paced setting, capable of guiding teams through ambiguity.
• Excellent interpersonal and communication skills for engaging with customers at various levels, including handling escalations diplomatically and effectively.
• Fluency in both English and Spanish is required, with Portuguese as a highly advantageous additional language.

Preferred Additional Skills

• Familiarity with mid-market or multi-property hospitality—such as management companies, branded clusters, ownership groups, or resorts—is highly desirable.
• Experience developing AI solutions or agents to improve customer service efficiency and quality.

Company Culture and Benefits

Cloudbeds fosters a remote-first, globally distributed team with over 650 employees across 40+ countries who share a passion for innovation and travel. The company values diversity and inclusivity and is an equal opportunity employer committed to accessibility, offering reasonable accommodations to candidates with disabilities during the hiring process.

• Fully remote work environment.
• Paid time off aligned with local labor laws.
• Monthly extended weekends through "Wellness Fridays."
• Paid parental leave.
• Home office stipend tailored to country of residence.
• Access to extensive professional development and management training through Cloudbeds University.

Additional Information

The company discourages unsolicited resumes from staffing or recruitment agencies and only considers applications directly from job seekers. Cloudbeds offers American Sign Language interpretation and accommodations upon request during hiring.