Remote opportunity at
CloudbedsLead, Customer Support - Thailand
Cloudbeds is seeking a Lead, Customer Support - Thailand to join its globally distributed team. The company builds a unified software platform that powers hotels across…
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About This Role
Cloudbeds is seeking a Lead, Customer Support - Thailand to join its globally distributed team. The company builds a unified software platform that powers hotels across 150 countries, helping properties of all sizes manage operations and commercial strategies. In this role, you will guide, mentor, and oversee a team of Thailand Customer Support Coaches. Your daily focus will involve cultivating a high-performing and customer-centric group through regular coaching, performance evaluations,…
Job Description
Cloudbeds is seeking a Lead, Customer Support - Thailand to join its globally distributed team. The company builds a unified software platform that powers hotels across 150 countries, helping properties of all sizes manage operations and commercial strategies.
In this role, you will guide, mentor, and oversee a team of Thailand Customer Support Coaches. Your daily focus will involve cultivating a high-performing and customer-centric group through regular coaching, performance evaluations, and operational leadership. You will ensure the team delivers prompt and professional technical assistance across phone calls, live chat, and tickets while monitoring key performance indicators like customer satisfaction, response times, and service level agreements.
This position is suited for an experienced support professional who enjoys developing talent, resolving complex technical challenges, and collaborating with cross-functional departments such as Product, Engineering, and Account Management. You will also manage escalations, coordinate support during system outages, and leverage automation tools to improve team efficiency.
Responsibilities
- Lead, mentor, and develop Thailand Customer Support Coaches to deliver service across multiple channels for the Thai market
- Conduct regular one-on-one sessions, performance reviews, and professional development planning
- Monitor team metrics including CSAT, response times, resolution times, SLA performance, and productivity
- Manage daily support operations, workload allocation, and staffing coverage
- Handle complex customer escalations and guide technical troubleshooting and de-escalation
- Collaborate with global support leadership and technical teams during system incidents or outages
- Investigate technical issues, reproduce bugs, and document findings using tools like JIRA
- Analyze customer feedback and support metrics to identify operational challenges and implement process improvements
- Partner with Account Management, Onboarding, Product, Engineering, and Operations teams
Requirements
- Minimum of two years of direct people management experience in a customer support, technical support, or similar customer-facing setting
- Experience managing daily support operations, team performance, coaching, and employee development
- Background working in a fast-paced SaaS, software, or technology support environment
- Strong technical troubleshooting capabilities to investigate customer issues and guide teams toward resolution
- Experience using Zendesk or comparable ticketing platforms
- Strong analytical skills to interpret support metrics and optimize efficiency and quality
- Fluency in both written and spoken Thai and English
- Currently authorized to work in the location without requiring visa sponsorship
Qualifications
- Experience in the hospitality industry or hospitality technology
- Familiarity with hotel operations and software such as PMS, Channel Managers, Booking Engines, or Revenue Management Systems
- Experience using JIRA, Salesforce, or similar technical escalation and CRM tools
- Experience coordinating customer support during system outages or major technical incidents
- Experience collaborating with international or geographically distributed teams
Core Skills
Benefits
- Paid time off in accordance with local labor requirements
- Fully paid parental leave
- Home office stipend based on country of residency
- Professional development courses via Cloudbeds University
- Access to manager training, upskilling, and knowledge transfer
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This position is based in Thailand and is fully remote.
What is the employment type?
The posting indicates that this is a full-time role.
Does Cloudbeds provide visa sponsorship for this position?
No, applicants must currently be authorized to work in the location without requiring visa sponsorship, as Cloudbeds is unable to provide it at this time.
What is the salary for this position?
The salary is not stated in the job posting.
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