Remote Hospitality Customer Support Manager

Coinscapture; Auckland; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Remote First

Monthly Wellness Fridays

Fully Paid Parental Leave

Home office stipend

Cloudbeds University

Professional development

Job summary

Cloudbeds is recruiting a Manager of Customer Support for APAC, operating in a fully remote environment. You will lead a team of Customer Support Leads, handle escalations, and drive customer outcomes across hotels and properties worldwide.

Bring hotel operations experience, strong coaching skills, and a data-driven mindset to optimize CS metrics. You will collaborate with product and engineering leaders to raise service quality at scale.

Qualifications

• 2+ years leading or supervising a customer-facing team
• Significant hotel/resort operations experience preferred
• Strong communication and interpersonal skills required
• English fluency required
• Ability to coach, mentor, and develop team members

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads
• Own escalation management with urgency and empathy
• Drive key support metrics (CSAT, NPS, SLA, FCR) and report trends
• Foster ownership culture and proactive problem solving
• Collaborate with Product, Engineering, and CS leadership to improve service quality at scale
• Hire, develop, and retain team members through honest coaching and growth opportunities

Skills

People leadership

Escalation handling

Customer support

Communication

English fluency

Hotel operations knowledge

Data-driven decisions

Mentoring

Tools

AI tools

Job description

Cloudbeds is recruiting a Manager of Customer Support for APAC, operating in a fully remote environment. You will lead a team of Customer Support Leads, handle escalations, and drive customer outcomes across hotels and properties worldwide.

Bring hotel operations experience, strong coaching skills, and a data-driven mindset to optimize CS metrics. You will collaborate with product and engineering leaders to raise service quality at scale.