Lead, Customer Support - Thailand

The role

You will lead, mentor, and develop a team of Thailand Customer Support Coaches. You will manage daily operations, performance, and technical guidance to ensure high-quality customer and technical support experiences.

What you will do

• Lead, coach, and develop Thailand Customer Support Coaches.
• Build and maintain a high-performing team via 1:1s, performance reviews, and coaching.
• Monitor team KPIs including CSAT, response and resolution times, SLA performance, and productivity.
• Oversee daily Support operations, ticket distribution, and staffing coverage.
• Manage complex customer escalations and provide technical troubleshooting guidance.
• Coordinate with global Support leadership during system incidents or outages.
• Support coaches in investigating technical issues and documenting findings in JIRA.
• Identify product knowledge gaps and deliver technical training.
• Review customer satisfaction feedback and ticket quality to improve coaching.
• Partner with Account Management, Product, Engineering, and Operations to improve customer experience.

Required qualifications

• 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment.
• Experience managing daily Support operations, team performance, coaching, and employee development.
• Experience working in a fast-paced SaaS, software, or technology support environment.
• Strong technical troubleshooting skills.
• Experience using Zendesk or similar ticketing platforms.
• Strong analytical skills to interpret Support metrics.
• Excellent customer communication, conflict resolution, and escalation management skills.
• Communicate confidently in both Thai and English, written and spoken.
• Strong leadership, coaching, and interpersonal skills.
• Excellent organizational and prioritization skills.
• Comfortable working independently and leading a remote team in a fast-paced, international environment.
• Willingness to learn new technologies, including AI and automation tools.

Nice to have

• Experience in the hospitality industry or hospitality technology.
• Familiarity with hotel operations and software such as PMS, Channel Managers, Booking Engines, or Revenue Management Systems.
• Experience with JIRA, Salesforce, or similar technical escalation and CRM tools.
• Experience coordinating customer support during system outages or major technical incidents.
• Experience collaborating with international or geographically distributed teams.

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• 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

Before you apply

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship.
• Cloudbeds is unable to provide sponsorship for work visas.

About the company

Cloudbeds is a remote team that builds a platform powering hotels across 150 countries. The company transforms hospitality through a unified platform that integrates with hundreds of partners.