Manager, Customer Support - APAC

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

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
• 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

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.

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 to Check Out!

• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Top 10 People’s Choice (2024)
• 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 [phone] or via email at [e-mail]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

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