Manager, Customer Support - ANZ

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

What Makes Cloudbeds Unique

At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers’ biggest challenges. Since our founding in 2012, we’ve become the World’s Best Hotel PMS Solutions Provider and landed on Deloitte’s Technology Fast 500 again in 2024, but we’re just getting started.

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 c