APAC Remote Customer Support Manager

Cloudbeds; City of Brisbane; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Remote-first culture

Home office stipend

Professional development courses in 云云

Job summary

Cloudbeds is seeking a Customer Support Manager for APAC to lead and develop a team of Customer Support Leads delivering premium hospitality support. You will actively escalate complex issues, leverage hotel operations experience to understand business impact, and drive timely resolutions with empathy.

This role emphasizes coaching, data-driven improvements, and collaboration with product and engineering teams.

Qualifications

• Significant direct experience in hotel or resort operations (front office, revenue mgmt, F&B, events).
• 2+ years leading or supervising a customer-facing team in a remote culture.
• Strong communication, empathy, and problem-solving in escalated support scenarios.

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads with clear goals and regular feedback.
• Serve as primary escalation point for complex issues using hotel ops background to drive urgent resolutions.
• Own key support metrics (CSAT, NPS, SLA, First Contact Resolution) and surface trends to leadership.

Skills

Hotel operations experience

Leadership / coaching

Remote team management

English & Spanish fluency

Phone escalation handling

Job description

Cloudbeds is seeking a Customer Support Manager for APAC to lead and develop a team of Customer Support Leads delivering premium hospitality support. You will actively escalate complex issues, leverage hotel operations experience to understand business impact, and drive timely resolutions with empathy.

This role emphasizes coaching, data-driven improvements, and collaboration with product and engineering teams.