APAC Customer Support Manager — Hotel Ops Leader (Remote)

Cloudbeds; City of Melbourne; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Remote First, Remote Always

PTO per local labor requirements

Fully Paid Parental Leave

Home office stipend

Job summary

Cloudbeds is seeking an experienced Customer Support Manager for APAC to lead a remote team of Customer Support Leads delivering exceptional service to hoteliers worldwide. The role requires firsthand hotel operations insight, strong leadership, and a hands-on approach to escalations and customer outcomes.

You will drive key metrics, coach teams, and collaborate across Product and Engineering to scale support quality.

Qualifications

• Significant direct experience in hotel or resort operations (front office, revenue management, F&B, events).
• 2+ years of experience leading a customer-facing team with remote culture capabilities.
• Strong technical aptitude and learning agility to adopt evolving tools and processes.
• Ability to lead a team through ambiguity in a fast-paced environment.

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads with clear goals and regular 1:1s.
• Serve as primary escalation point for complex issues leveraging hotel operations background.
• Own key support metrics: CSAT, NPS, SLA, First Contact Resolution; surface trends for leadership.
• Drive a culture of ownership and accountability, including proactive customer outreach when needed.
• Leverage Cloudbeds AI tools to improve team efficiency and effectiveness.
• Analyze feedback and ticket trends to fix issues structurally, not just case-by-case.
• Collaborate with Product, Engineering, and CS leadership to improve service quality at scale.
• Hire, develop, and retain team members through honest coaching and growth investments.

Skills

Hotel operations experience

Team leadership

Customer support excellence

Escalation management

CSAT/NPS/SLA/First Contact Resolution

Communication skills

English and Spanish fluency

Portuguese is a plus

AI tools usage (Cloudbeds AI)

Tools

Cloudbeds AI tools

Job description

Cloudbeds is seeking an experienced Customer Support Manager for APAC to lead a remote team of Customer Support Leads delivering exceptional service to hoteliers worldwide. The role requires firsthand hotel operations insight, strong leadership, and a hands-on approach to escalations and customer outcomes.

You will drive key metrics, coach teams, and collaborate across Product and Engineering to scale support quality.