At a Glance
- Tasks: Lead and develop a remote team delivering top-notch support to hoteliers.
- Company: Join Cloudbeds, a global leader in hospitality tech transforming the industry.
- Benefits: Enjoy remote work, wellness Fridays, and professional development opportunities.
- Other info: Be part of a diverse team passionate about innovation and travel.
- Why this job: Make a real impact in hospitality while working with innovative AI solutions.
- Qualifications: Experience in hotel operations and leading customer-facing teams is essential.
The predicted salary is between 82800 - 101200 $ per year.
At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners.
As a Customer Support Manager for APAC, you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision.
Our Customer Support team is where hospitality expertise meets technology — a remote group of former hoteliers and customer experience professionals who hold themselves to a high standard because they know the impact their work has on real properties around the world.
What You Bring to the Team
- Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work.
- Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy.
- Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly.
- Champion a culture where the team takes ownership of outcomes and customers feel the difference.
- Leverage Cloudbeds' AI tools to improve team efficiency and help your team work smarter.
- Use customer feedback and ticket trend data to identify what isn't working and fix it structurally.
- Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale.
- Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth.
What Sets You Up for Success
- Bring significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property.
- Demonstrate 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture.
- Show strong technical aptitude and learning agility.
- Thrive in a fast-paced, high-change environment.
- Bring exceptional communication and interpersonal skills.
- Fluent in English and Spanish — Spanish fluency is required.
Bonus Skills to Stand Out
- Experience with mid-market or multi-property hospitality.
- Created solutions and agents using AI to help improve efficiency and quality of customer service.
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team!
Manager, Customer Support in Brisbane employer: Cloudbeds
Cloudbeds is an exceptional employer that fosters a dynamic and inclusive work culture, where employees are empowered to lead, innovate, and grow. With a remote-first approach, the company offers flexible working arrangements, generous parental leave, and professional development opportunities through Cloudbeds University, ensuring that every team member can thrive in their career. Join a passionate team of hospitality and tech experts dedicated to transforming the industry while enjoying unique benefits like Monthly Wellness Fridays and a supportive environment that values diversity and inclusion.
