Cloudbeds

1 week ago

Manager, Customer Support - APAC

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Lead and coach a remote Customer Support team for APAC, helping hoteliers resolve issues when Cloudbeds technology isn’t working. Serve as the primary escalation point for complex customer problems using hotel operations expertise, while owning key support metrics like CSAT, NPS, SLA adherence, and First Contact Resolution. Improve processes structurally, leverage Cloudbeds AI tools for efficiency, and partner with Product and Engineering to address customer patterns at scale.

Location: Australia, New Zealand

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Customer Support Leads by setting goals and running regular 1:1s.
•Act as the primary escalation point for complex customer issues, driving urgent resolutions with empathy.
•Own key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution; share trends with senior leadership.
•Use Cloudbeds AI tools to improve team efficiency and help the team work smarter.
•Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and improve service quality at scale.

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events) is required.
•2+ years of experience leading or supervising a customer-facing team, including setting goals and coaching performance.
•Strong technical aptitude and learning agility to troubleshoot independently as tools and processes evolve.
•Comfort working in a fast-paced, high-change environment and leading through ambiguity and rapid iteration.
•Fluency in English and Spanish (Portuguese is a strong plus).

Experience:2+ yearsHospitalityHotelsHotel operations

Skills:LeadershipCoachingCommunicationProblem-solvingOwnership

Languages:EnglishSpanishPortuguese

Tech Stack:AIMachine learning

Company Brief

Cloudbeds

Provides a cloud-based hospitality management platform including property management, booking engine, channel management, and revenue management tools to hotels, hostels, and vacation rentals worldwide.

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Cloudbeds

1 week ago

Manager, Customer Support - APAC

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: Australia, New Zealand

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Customer Support Leads by setting goals and running regular 1:1s.
•Act as the primary escalation point for complex customer issues, driving urgent resolutions with empathy.
•Own key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution; share trends with senior leadership.
•Use Cloudbeds AI tools to improve team efficiency and help the team work smarter.
•Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and improve service quality at scale.

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events) is required.
•2+ years of experience leading or supervising a customer-facing team, including setting goals and coaching performance.
•Strong technical aptitude and learning agility to troubleshoot independently as tools and processes evolve.
•Comfort working in a fast-paced, high-change environment and leading through ambiguity and rapid iteration.
•Fluency in English and Spanish (Portuguese is a strong plus).

Experience:2+ yearsHospitalityHotelsHotel operations

Skills:LeadershipCoachingCommunicationProblem-solvingOwnership

Languages:EnglishSpanishPortuguese

Tech Stack:AIMachine learning

Company Brief

Cloudbeds

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn