职位描述

About Cloudbeds

Cloudbeds is revolutionizing the hospitality industry with its innovative platform that supports properties in over 150 countries and manages billions in bookings yearly. Our unified software integrates with hundreds of partners and empowers hoteliers, from independents to hotel groups, to optimize operations and enhance their commercial strategies. Since our inception in 2012, we have been recognized globally as a leading hotel property management solutions provider and continue to innovate with a fully remote workforce.

Role Overview

As the Customer Support Manager for the Asia-Pacific region, you will oversee and mentor a group of Customer Support Leads committed to exceptional service delivery. Your hands-on experience in hotel operations will be essential in addressing complex customer escalations, coaching team members, and refining support processes. You will lead by example with a customer-first attitude, even when it requires personally contacting clients to resolve issues promptly.

Key Responsibilities

Lead and develop Customer Support Leads through clear goal-setting, regular one-on-one meetings, and fostering a growth-driven work environment.
Serve as the main point of escalation for intricate customer challenges, leveraging your hospitality background to understand and expedite solutions.
Manage critical support metrics including customer satisfaction (CSAT), Net Promoter Score (NPS), service level agreements (SLA), and first contact resolution, routinely informing senior leadership of trends.
Promote a culture of ownership where the team proactively resolves issues, including direct customer communication when necessary.
Utilize Cloudbeds' AI-driven tools to enhance team productivity and optimize workflows.
Analyze customer feedback and ticketing data to identify systemic issues, implementing improvements beyond individual cases.
Collaborate cross-functionally with Product, Engineering, and Customer Success leaders to address customer needs and drive service enhancements.
Recruit, coach, and retain talent by delivering honest feedback and investing in professional growth.

Qualifications and Experience

Substantial operational experience in hotel or resort settings across front office, property management, revenue management, food and beverage, or events, preferably within independent, managed, or branded properties.
Minimum two years’ leadership or supervisory experience managing customer-facing teams, with proven capabilities in goal setting, coaching, and fostering remote team collaboration.
Strong technical aptitude with the ability to quickly adapt to new tools, solve problems independently, and manage change effectively in dynamic environments.
Comfort thriving in fast-paced, evolving settings, guiding your team through ambiguity and rapid changes.
Excellent communication and interpersonal skills, capable of engaging customers at all levels, especially during escalated or high-pressure situations.
Fluency in English and Spanish is mandatory; Portuguese proficiency is a significant advantage that may influence hiring decisions.

Preferred Skills

Experience supporting multi-property or mid-market hospitality entities such as management companies, branded groups, or resorts.
Demonstrated use of AI-driven solutions to enhance customer service efficiency and quality.

Company Culture and Benefits

Join over 650 employees across 40+ countries who share a passion for innovation, travel, and making a meaningful impact in hospitality. Cloudbeds offers a remote-first culture, paid time off aligned with local laws, monthly extended weekends known as Wellness Fridays, comprehensive parental leave, home office stipends based on residency, and opportunities for professional development, including management training through Cloudbeds University.

Equity and Inclusion Commitment

Cloudbeds is proud to be an Equal Opportunity Employer embracing diversity and inclusion. We provide reasonable accommodations throughout the hiring process and encourage applications from individuals with disabilities. American Sign Language interpreter services are also available upon request.

Additional Information for Agencies

Cloudbeds does not accept unsolicited resumes from staffing or recruiting agencies and prohibits agency submissions on our careers platforms. Any such applications will be considered unsolicited, and we disclaim liabilities for related fees.

Manager, Customer Support - APAC