Manager, Customer Support - APAC

About Cloudbeds

Cloudbeds is revolutionizing the hospitality technology space by offering an innovative platform that supports properties in over 150 countries and manages billions in booking transactions annually. Founded in 2012, Cloudbeds is recognized globally as a leading provider of hotel property management solutions and has been honored repeatedly by Deloitte's Technology Fast 500. The company operates with a fully remote workforce and focuses on integrating AI-powered tools to enhance hospitality operations and commercial strategies.

Role Overview

As the Customer Support Manager for the APAC region, you will oversee and mentor a team of Customer Support Leads who provide outstanding assistance to hotel operators using Cloudbeds. Your background in hotel operations will be essential for effective escalation management, coaching, and process improvements. This role demands strong leadership by example, direct customer engagement to resolve issues, and a passion for fostering growth and excellence within your team.

Key Responsibilities

• Lead and develop Customer Support Leads by defining clear objectives, conducting regular one-on-ones, and cultivating an environment that promotes top performance.
• Serve as the main contact for complex customer escalations, utilizing your hotel industry insights to appreciate operational impacts and expedite empathetic resolutions.
• Manage and improve critical performance metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Service Level Agreement (SLA) compliance, and First Contact Resolution rates, providing leadership with actionable insights.
• Foster a culture of ownership within the team, encouraging direct communication with customers and proactive problem-solving.
• Leverage AI technology developed by Cloudbeds to enhance team productivity and service quality.
• Analyze customer feedback and support ticket trends to identify systemic issues and implement structural solutions.
• Collaborate cross-functionally with Product, Engineering, and Customer Success leadership to identify customer trends and elevate service standards at scale.
• Recruit, coach, and retain team members through transparent and constructive feedback and dedicated growth support.

Qualifications and Experience

• Extensive hands-on experience in hotel or resort operations across areas like front office, property management, revenue management, food & beverage, or event management in independent, managed, or branded properties; essential for this position.
• At least two years leading or supervising a customer-facing team with a proven record in goal setting, performance coaching, and nurturing a collaborative remote culture.
• Strong technical aptitude with quick learning abilities, capable of adapting to continuously evolving technologies and processes.
• Proven ability to thrive in fast-paced environments with frequent changes, guiding teams confidently through uncertainties.
• Excellent communication and interpersonal skills, comfortable engaging customers at all levels, especially in high-pressure or escalated scenarios.
• Fluent in English and Spanish, with Portuguese language skills as a distinct advantage.

Additional Preferred Skills

• Experience within mid-market or multi-property hospitality operations, including management companies, branded clusters, ownership groups, or resorts.
• Experience developing AI-based customer service solutions or chatbots that enhance efficiency and service excellence.

Company Culture and Benefits

Cloudbeds boasts a diverse global team of over 650 professionals from 40+ countries who are passionate about innovation and travel. Recognized by various industry awards for both their product and workplace culture, Cloudbeds provides remote-first work arrangements, paid time off compliant with local regulations, monthly extended weekends called Wellness Fridays, fully paid parental leave, home office stipends tailored to location, and comprehensive professional development opportunities through Cloudbeds University.

Diversity and Inclusion

Cloudbeds is committed to equal opportunity employment, celebrating diversity, and ensuring reasonable accommodations for people with disabilities throughout the hiring process, including providing American Sign Language interpreters when required.

Recruitment Notice

Applications must come directly from candidates. Recruiting agencies and unsolicited submissions are not accepted and will be disregarded. Cloudbeds disclaims responsibility for any fees related to such unsolicited submissions from agencies.