- Experience
- 2+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- Work from home
- Resume
- Required to apply
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Job description
About Cloudbeds
Cloudbeds is reshaping the hospitality industry by providing a unified, AI-driven platform used by properties in over 150 countries to streamline operations and enhance commercial strategies. The company operates fully remotely and has earned accolades including World's Best Hotel PMS Solutions Provider and recognition on Deloitte's Technology Fast 500 in 2024.
Role Overview
As the Customer Support Manager for the APAC region, you will lead and mentor a team of Customer Support Leads ensuring outstanding support for hoteliers relying on Cloudbeds technology. Your background in hotel operations will be pivotal in managing escalations, guiding coaching, and refining support processes. This hands-on role requires proactive communication with customers to resolve issues efficiently and foster team empowerment.
Key Responsibilities
- Lead, mentor, and develop Customer Support Leads by setting clear objectives, delivering regular one-on-one coaching, and cultivating a growth-driven environment.
- Serve as the primary point of escalation for complex customer concerns, leveraging your hospitality experience to assess business impact and lead empathetic resolution.
- Manage vital support performance indicators including Customer Satisfaction (CSAT), Net Promoter Score (NPS), SLA compliance, and First Contact Resolution, regularly reporting trends to senior leadership.
- Promote a culture of ownership and exceptional customer care, including direct customer outreach when necessary.
- Utilize Cloudbeds’ AI tools to enhance team efficiency and operational effectiveness.
- Analyze customer feedback and ticket trends to identify systemic issues and develop long-term solutions.
- Collaborate cross-functionally with Product, Engineering, and Customer Success leadership to surface customer insights and drive service improvements at scale.
- Recruit, coach, and retain team members through honest feedback and investment in their career growth.
Qualifications and Experience
- Extensive operational experience in hotel or resort departments such as front office, property management, revenue management, food & beverage, or events at reputable independent or branded properties.
- At least two years of leadership experience managing customer-facing teams with proven abilities in goal-setting, performance management, and fostering a collaborative remote work culture.
- Strong technical aptitude and rapid learning capabilities to adapt to evolving technologies and operational processes.
- Ability to thrive in a dynamic, fast-paced environment and guide teams through uncertainty and rapid change.
- Excellent communication and interpersonal skills, comfortable engaging with customers at all levels including during high-pressure escalations.
- Proficiency in both English and Spanish is mandatory; Portuguese is advantageous and may be a deciding factor.
Preferred Extras
- Experience working with mid-market or multi-property hospitality entities such as management companies, branded clusters, ownership groups, or resorts.
- Experience developing AI-driven solutions and agents to enhance customer service efficiency and quality.
Our Culture and Benefits
Cloudbeds boasts a diverse team of over 650 employees across 40+ countries speaking 30+ languages, united by a passion for hospitality innovation. Benefits include a remote-first work model, local PTO policies, monthly extended weekends, fully paid parental leave, home office stipends, and extensive professional development opportunities through Cloudbeds University.
Inclusion Statement
As an Equal Opportunity Employer, Cloudbeds celebrates diversity and ensures reasonable accommodations for candidates with disabilities throughout the hiring process, including providing American Sign Language interpreters where needed. We welcome applications from all qualified individuals without regard to legally protected characteristics.
Additional Information for Recruiting Agencies
Cloudbeds does not accept unsolicited resumes or applications from staffing or recruiting agencies. Please refrain from submitting resumes to our job portals, employees, or any company contacts. Any such applications will be considered unsolicited and Cloudbeds does not assume responsibility for related fees.