APAC Remote Customer Support Manager

Cloudbeds; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Cloudbeds is seeking a Customer Support Manager for APAC to lead a remote team of Customer Support Leads, coaching and developing talent, and owning escalation processes. You’ll use your hotel operations background to understand business impact and drive urgent resolutions, while shaping metrics like CSAT and NPS.

Leverage AI tools and collaborate with Product, Engineering, and CS leadership to improve outcomes.

Qualifications

• 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

Responsibilities

• 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 c

Skills

Leadership

Coaching

Customer support

Data-driven

Cross-functional collaboration

Communication

Job description

Cloudbeds is seeking a Customer Support Manager for APAC to lead a remote team of Customer Support Leads, coaching and developing talent, and owning escalation processes. You’ll use your hotel operations background to understand business impact and drive urgent resolutions, while shaping metrics like CSAT and NPS.

Leverage AI tools and collaborate with Product, Engineering, and CS leadership to improve outcomes.