Manager, Customer Support - APAC

📋 Description

• Lead and develop the Customer Support Leads team.
• Own escalations with hotel ops context to resolve issues.
• Drive CSAT, NPS, SLA, and FCR metrics.
• Champion ownership; pick up the phone to resolve issues.
• Leverage Cloudbeds AI tools to boost team efficiency.
• Use feedback and trends to fix root causes at scale.

🎯 Requirements

• Significant hotel/resort operations experience (front office, PMS, F&B, etc.).
• 2+ years leading a customer-facing team; goal setting and coaching.
• Strong technical aptitude; quick to learn new tools; troubleshoot.
• Thrives in fast-paced, high-change environments.
• Excellent communication and interpersonal skills with customers at all levels.
• Fluent in English and Spanish; Portuguese a plus.

🎁 Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University