Manager, Customer Support - ANZ

3 hours, 46 minutes ago
Full-time
Lead
Customer and Technical Support
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
251-1K
Founded 2012
$248M raised

Description

  • Lead, coach, and develop a team of Customer Support Leads through goal setting, regular 1:1s, and performance feedback.
  • Serve as the primary escalation point for complex customer issues and drive timely, empathetic resolutions.
  • Own support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, and report trends to senior leadership.
  • Promote customer ownership and lead by example, including contacting customers directly when needed.
  • Use Cloudbeds AI tools to improve team efficiency and service quality.
  • Analyze customer feedback and ticket trends to identify and resolve systemic issues.
  • Partner with Product, Engineering, and Customer Success leadership on service improvement initiatives.
  • Hire, develop, and retain team members while building a collaborative remote culture.

Requirements

  • Significant direct experience in hotel or resort operations, such as front office, property management, revenue management, food and beverage, or events; this is required.
  • At least 2 years of experience leading or supervising a customer-facing team.
  • Experience setting goals, coaching performance, and developing remote teams.
  • Strong technical aptitude, learning agility, and independent troubleshooting skills.
  • Ability to lead effectively in a fast-paced, evolving, and ambiguous environment.
  • Exceptional communication and interpersonal skills, including handling high-stakes customer escalations.
  • Fluency in English.
  • Experience with mid-market or multi-property hospitality operations is preferred.
  • Experience creating AI solutions or agents to improve customer service efficiency and quality is preferred.
  • Current authorization to work in the position’s location without visa sponsorship.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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