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CloudbedsLead, Customer Support - Thailand
Cloudbeds is seeking a Lead, Customer Support - Thailand to join its globally distributed, remote team. Founded in 2012, Cloudbeds provides a unified software platform that…
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About this role
Lead, Customer Support - Thailand at Cloudbeds is a full-time role. Work arrangement: Remote. Location: Applicants in United States only. No salary is shown in this listing. It was posted on Nov 5, 2026. This listing is paused and not taking applications at the moment.
Job Description
Cloudbeds is seeking a Lead, Customer Support - Thailand to join its globally distributed, remote team. Founded in 2012, Cloudbeds provides a unified software platform that powers hotels across 150 countries, helping properties streamline operations and upgrade their commercial strategies. The company has earned recognition for its hotel management technology, including honors at the 2026 HotelTechAwards and placements on Deloitte's Technology Fast 500.
In this full-time remote role, the Customer Support Lead will guide, mentor, and build a high-performing team of Thailand Customer Support Coaches. Responsibilities include managing daily operations, tracking team key performance indicators, handling complex customer escalations, and collaborating with global leadership and technical teams during system incidents. This position suits an experienced support leader who enjoys developing people, troubleshooting technical issues, and applying data-driven improvements to enhance service quality.
Ideal candidates bring direct people-management experience within a fast-paced software or technology support environment, strong technical troubleshooting abilities, familiarity with ticketing platforms like Zendesk, and fluent bilingual communication skills in both Thai and English. Cloudbeds operates as a remote-first organization and offers paid time off, parental leave, a home office stipend, and professional development opportunities. Applicants must be currently authorized to work in the designated location without visa sponsorship.
Responsibilities
- Lead, mentor, and develop Thailand Customer Support Coaches to deliver service through ticketing channels, phone calls, and live chat
- Track team performance metrics such as CSAT, response and resolution times, SLA adherence, backlog size, productivity, and quality
- Oversee daily support workflows, staffing coverage, ticket assignment, and workload distribution
- Handle complex customer escalations and provide guidance on technical troubleshooting and communication
- Partner with global support leadership and technical teams during system outages or incidents
- Assist coaches with bug reproduction, technical investigations, and case escalations using tools like JIRA
- Review customer feedback and quality metrics to deliver targeted coaching and technical training
- Analyze support data to identify operational gaps and implement process improvement initiatives
- Collaborate across departments including account management, onboarding, product, and engineering
- Utilize automation, AI, and support tools to drive team efficiency
Requirements
- Minimum of two years of direct people-management experience in technical support, customer support, or similar environments
- Demonstrated background in managing daily support operations, performance metrics, coaching, and employee development
- Experience working inside a fast-paced SaaS, software, or technology support organization
- Strong technical troubleshooting capabilities to investigate complex issues and guide teams toward resolution
- Experience utilizing Zendesk or comparable ticketing platforms for workflow and performance tracking
- Strong analytical skills to interpret support metrics and optimize service quality
- Excellent customer communication, conflict resolution, and escalation management abilities
- Bilingual fluency in both written and spoken Thai and English
- Current work authorization for the location without requiring visa sponsorship
Qualifications
- Background in the hospitality industry or hospitality technology
- Familiarity with hotel operations and software systems such as property management systems, channel managers, booking engines, or revenue management systems
- Experience with CRM and technical escalation tools such as JIRA or Salesforce
- Experience coordinating support workflows during major technical incidents or system outages
- Experience working alongside geographically distributed or international teams
Core Skills
Benefits
- Paid time off aligned with local labor regulations
- Fully paid parental leave
- Home office stipend determined by country of residency
- Access to Cloudbeds University and professional development programs
- Manager training, upskilling, and knowledge transfer opportunities
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this role is remote and part of Cloudbeds' remote-first global team.
What employment type is this role?
This is a full-time position.
What are the language requirements for this role?
Candidates must be able to communicate confidently in both written and spoken Thai and English.
Does Cloudbeds provide visa sponsorship for this position?
No, applicants must be currently authorized to work in the location without requiring visa sponsorship.
What is the salary range for this position?
The salary is not stated in the source job posting.
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