Manager, Customer Support
- Role
- Support
- Experience
- Mid
- Employment
- Full-time
- Company size
- Mid-size
Open to Anywhere in LATAM + AU, NZ. Set where you work from to check your eligibility.
No BS summary
Experienced Customer Support Manager with 2+ years of leadership experience, specifically for the APAC region, required to lead a team of Customer Support Leads. Must have significant direct experience in hotel or resort operations and strong technical aptitude. This is a remote role for Australia and New Zealand.
Optional skills
Required languages
Optional languages
What Makes Cloudbeds Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started. How You'll Make an Impact: As a Customer Support Manager for APAC, you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision — because you understand what it means for a property when their technology isn't working. This is a role for someone who is not afraid to pick up the phone and call a customer directly to fix a problem, who leads their team by example, and who gets energized by helping people grow. Our Customer Support Team: Our Customer Support team is where hospitality expertise meets technology — a remote group of former hoteliers and customer experience professionals who hold themselves to a high standard because they know the impact their work has on real properties around the world. We move fast, support each other, and genuinely care about the outcomes we deliver for our customers. If you lead by example, stay calm under pressure, and bring the kind of ownership mentality that comes from working in an operation that never sleeps, you'll feel right at home here. What You Bring to the Team: Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly Champion a culture where the team takes ownership of outcomes and customers feel the difference — including picking up the phone when that's what it takes to resolve an issue Leverage Cloudbeds' AI tools to improve team efficiency and help your team work smarter Use customer feedback and ticket trend data to identify what isn't working and fix it structurally — not just case by case Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth What Sets You Up for Success: Bring significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. This is a firm requirement for this role Demonstrate 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture Show strong technical aptitude and learning agility — you pick up new tools quickly, troubleshoot independently, and thrive in environments where the technology and processes are constantly evolving Thrive in a fast-paced, high-change environment — Cloudbeds moves quickly, and the ability to lead your team through ambiguity and rapid iteration is essential to success in this role Bring exceptional communication and interpersonal skills — comfortable engaging directly with customers at all levels, including in high-stakes or escalated situations English fluency is required. Bonus Skills to Stand Out: Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations is a strong differentiator Created solutions and agents using AI to help improve efficiency and quality of customer service. #LI-AM1 What to Expect - Your Journey with Us Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Learn more online at cloudbeds.com Company Awards : Best All-In-One Hotel Management System | HotelTechAwards (2025) Overall 10 Best Places to Work | HotelTechAwards (2025) Most Loved Workplace® Certified (2024) Top 10 People’s Choice (2024) Deloitte Technology Fast 500 (2024) Discover our Benefits: Remote First, Remote Always PTO in accordance with local labor requirements Monthly Wellness Fridays - enjoy an extra-long weekend every month Fully Paid Parental Leave Home office stipend based on country of residency Professional development courses in Cloudbeds University Access to professional development, including manager training, upskilling and knowledge transfer Everyone is Welcome - A Culture of Inclusion Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at [email protected] . Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications. #LI-REMOTE
What you'll do
- Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work
- Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy
- Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly
- Champion a culture where the team takes ownership of outcomes and customers feel the difference — including picking up the phone when that's what it takes to resolve an issue
- Leverage Cloudbeds' AI tools to improve team efficiency and help your team work smarter
- Use customer feedback and ticket trend data to identify what isn't working and fix it structurally — not just case by case
- Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale
- Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth
- Lead, coach, and develop a team of Customer Support Leads by setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work.
- Act as the primary escalation point for complex customer issues, using hotel operations background to understand business impact and drive urgent, empathetic resolution.
- Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.
- Regularly surface trends and opportunities to senior leadership.
- Champion a culture where the team takes ownership of outcomes and customers feel the difference, including calling customers directly when needed.
- Leverage Cloudbeds' AI tools to improve team efficiency and help the team work smarter.
- Use customer feedback and ticket trend data to identify structural problems and fix them, not just individual cases.
- Partner cross-functionally with Product, Engineering, and Customer Success leadership to surface customer patterns and contribute to initiatives that improve service quality at scale.
- Hire, develop, and retain team members through honest coaching, meaningful feedback, and investment in their growth.
What they require
- Bring significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. This is a firm requirement for this role
- Demonstrate 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture
- Show strong technical aptitude and learning agility — you pick up new tools quickly, troubleshoot independently, and thrive in environments where the technology and processes are constantly evolving
- Thrive in a fast-paced, high-change environment — Cloudbeds moves quickly, and the ability to lead your team through ambiguity and rapid iteration is essential to success in this role
- Bring exceptional communication and interpersonal skills — comfortable engaging directly with customers at all levels, including in high-stakes or escalated situations
- Preferred: Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations is a strong differentiator
- Preferred: Created solutions and agents using AI to help improve efficiency and quality of customer service.
- Significant direct experience in hotel or resort operations, such as front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property; this is a firm requirement.
- 2+ years of experience leading or supervising a customer-facing team, with proven ability to set goals, coach performance, and build a collaborative remote culture.
- Strong technical aptitude and learning agility, with ability to pick up new tools quickly, troubleshoot independently, and thrive where technology and processes constantly evolve.
- Ability to thrive in a fast-paced, high-change environment and lead a team through ambiguity and rapid iteration.
- Exceptional communication and interpersonal skills, with comfort engaging directly with customers at all levels, including high-stakes or escalated situations.
- Fluent in English and Spanish; Spanish fluency is required.
- Preferred: Portuguese is a strong additional plus and may be a deciding factor between otherwise comparable candidates.
- Preferred: Experience with mid-market or multi-property hospitality, including management companies, branded clusters, ownership groups, or resort operations.
- Significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. This is a firm requirement for this role
- English fluency is required.
- Fluent in English and Spanish — Spanish fluency is required. Portuguese is a strong additional plus and may be a deciding factor between otherwise comparable candidates
Benefits
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays - enjoy an extra-long weekend every month
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling and knowledge transfer
- Remote First, Remote Always.
- PTO in accordance with local labor requirements.
- Monthly Wellness Fridays with an extra-long weekend every month.
- Fully Paid Parental Leave.
- Home office stipend based on country of residency.
- Professional development courses in Cloudbeds University.
- Access to professional development, including manager training, upskilling and knowledge transfer.
- Home office stipend based on country of residence
- Access to professional development, including company management, upskilling and knowledge transfer
Payment service for hotels, accounting and finance management
What people say about this company
3.2/ 5