Manager, Customer Support - ANZ

Cloudbeds
Australia, New Zealand
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Leadership","Coaching","Communication","Problem-solving","Ownership"]

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.

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FursaFursa
Cloudbeds
Cloudbeds
1 month ago

Manager, Customer Support - ANZ

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Last checked: 2 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
Glassdoor: 4.0
WebsiteLinkedIn