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Lead, Customer Support - Thailand

10 hours, 7 minutes ago
Thailand
Full-time
Lead
Customer Support
Customer and Technical Support
CRM JIRA Salesforce
Apply Now
Cloudbeds

Cloudbeds

Cloudbeds provides a top-rated hospitality management system for hotels and properties worldwide, offering seamless operations, revenue optimization, and online booking capabilities to enhance guest experiences and drive revenue growth.

Internet Software & Services
501-1000
Founded 2012
$248M raised
View All Jobs 15

Description

  • Lead, coach, and develop Thailand Customer Support Coaches across ticket, phone, and live-chat support.
  • Conduct 1:1s, performance reviews, coaching sessions, and professional development planning.
  • Monitor CSAT, response and resolution times, SLA performance, backlog, productivity, and support quality.
  • Oversee daily support operations, including ticket distribution, staffing coverage, and workload management.
  • Manage complex customer escalations, technical troubleshooting, customer communication, and de-escalation.
  • Coordinate incident escalations, customer communications, and follow-up with global Support leadership and technical teams.
  • Support investigation, bug reproduction, documentation, and escalation of technical issues through JIRA or internal tools.
  • Identify knowledge gaps and deliver technical training and coaching to strengthen team capabilities.
  • Use customer feedback and support data to improve processes, service quality, and customer experience.
  • Partner with Account Management, Onboarding, Product, Engineering, and Operations to resolve issues and improve support workflows.

Requirements

  • 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 in a fast-paced SaaS, software, or technology support environment.
  • Strong technical troubleshooting skills, including investigating complex issues and identifying potential product defects.
  • Experience using Zendesk or a similar ticketing platform to manage support workflows and performance.
  • Ability to analyze support metrics and improve efficiency, quality, and customer satisfaction.
  • Strong customer communication, conflict-resolution, and escalation-management abilities.
  • Fluency in written and spoken Thai and English.
  • Ability to independently lead a remote team in a fast-paced international environment.
  • Current authorization to work in Thailand without visa sponsorship.
  • Hospitality or hospitality-technology experience, including PMS, channel managers, booking engines, or revenue-management systems (preferred).
  • Experience with JIRA, Salesforce, major incident coordination, or distributed international teams (preferred).

Benefits

  • Remote-first work environment.
  • PTO in accordance with local labor requirements.
  • Fully paid parental leave.
  • Home-office stipend based on country of residency.
  • Professional development courses through Cloudbeds University.
  • Access to manager training, upskilling, and knowledge-transfer programs.

Interested in this position?

Apply directly on the company website

Apply Now

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