Manager, Customer Support - APAC

About Cloudbeds

Cloudbeds is a pioneering hospitality software company powering properties in over 150 countries with its unified platform that streamlines operations and commercial strategies through integrations with hundreds of partners. Since 2012, Cloudbeds has become a global leader in hotel property management solutions, earning accolades such as the World's Best Hotel PMS and ranking on Deloitte's Technology Fast 500 in 2024. The company operates with a fully remote workforce comprised of innovators focused on AI-driven solutions for the hospitality industry.

Role Overview

As the APAC Customer Support Manager, you will oversee, guide, and nurture a team of Customer Support Leads, ensuring top-tier assistance is delivered to hoteliers who rely on Cloudbeds. You will use your hotel operations insight to manage escalations, coach your team, and optimize support processes. This role demands proactive problem-solving via direct customer interaction, leadership by example, and a commitment to team growth.

Responsibilities

• Lead and mentor Customer Support Leads by setting clear objectives, conducting regular one-on-one meetings, and fostering professional development and high performance.
• Serve as the main escalation contact for complex customer challenges, leveraging hotel operations experience to understand business impacts and resolve issues promptly with empathy.
• Manage and improve critical support KPIs such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Service Level Agreement (SLA) compliance, and First Contact Resolution, providing insights and updates to senior management.
• Promote a culture of ownership within the team where members are empowered to deliver exceptional customer experiences, including making direct calls to solve problems when necessary.
• Utilize Cloudbeds' AI tools to enhance team efficiency and facilitate smarter workflows.
• Analyze customer feedback and ticket trends to identify systemic problems and drive structural improvements beyond individual cases.
• Collaborate cross-functionally with Product, Engineering, and Customer Success leadership to identify customer trends and support company-wide initiatives to elevate service quality.
• Recruit, coach, and retain high-caliber team members through transparent feedback and sincere investment in their career growth.

Qualifications

• Extensive hands-on experience in hotel or resort operations such as front desk, property management, revenue management, food and beverage, or event coordination at independent, managed, or branded properties. This is essential.
• At least two years of leadership or supervisory experience in a customer-facing environment, demonstrating ability in goal setting, coaching, and cultivating a productive remote team environment.
• Strong technical proficiency and agility in adopting new technologies, troubleshooting independently, and adapting to rapidly evolving tools and processes.
• Ability to thrive in a dynamic, fast-paced setting and lead teams effectively through ambiguity and ongoing change.
• Excellent communication and interpersonal skills with comfort engaging customers at all organizational levels, including in high-pressure or escalated contexts.
• Fluency in English and Spanish is mandatory; proficiency in Portuguese is a highly valued advantage and could distinguish candidates in the selection process.

Preferred Skills

• Experience working with mid-market or multi-property hospitality groups, such as management companies, branded clusters, ownership groups, or resort operations.
• Expertise in designing AI-powered solutions and virtual agents to enhance customer service efficiency and quality.

Company Culture and Benefits

Cloudbeds comprises over 650 employees in 40+ countries representing 30+ languages, united by innovation and passion for hospitality technology. The company fosters a remote-first culture and offers benefits including locally compliant paid time off, monthly extended weekends, fully paid parental leave, home office stipends, and ongoing professional development through Cloudbeds University. Diversity and inclusion are core values; Cloudbeds is an Equal Opportunity Employer committed to accommodating people with disabilities throughout the hiring process.

Additional Information

• Cloudbeds strictly does not accept unsolicited resumes from staffing or recruitment agencies and prohibits third-party submissions via its career site or employees.