C
Lead, Customer Support - Thailand
Contract type
Ongoing
Work mode
Remote · Thailand
Experience
Mid-level · 2+ years
Job description
The Customer Support Lead, Thailand leads, mentors, and develops a team of Thailand Customer Support Coaches delivering customer and technical support to Cloudbeds customers. The role focuses on coaching, performance management, technical guidance, and daily operational leadership to meet service quality, productivity, and customer satisfaction goals.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Thailand
- Languages
- Thai – fluent, English – fluent
What you'll do
- Lead, coach, and develop Thailand Customer Support Coaches to deliver exceptional service across tickets, phone calls, and live chat for the Thai market; build a positive team culture grounded in accountability, collaboration, and continuous improvement
- Build, maintain, and enable a high-performing Thailand Support team via regular 1:1s, performance reviews, coaching sessions, professional development planning, and other regular feedback
- Monitor team KPIs, including CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and support quality
- Oversee daily Support operations, ticket distribution, staffing coverage, and workload management to ensure consistent service levels
- Manage complex customer escalations, providing guidance on technical troubleshooting, customer communication, and de-escalation
- Work closely with global Support leadership and technical teams during system incidents or outages to coordinate escalations, customer communication, and follow-up
- Support coaches in investigating technical issues, reproducing bugs, documenting findings, and escalating cases through JIRA or other internal tools
- Identify product knowledge gaps and deliver coaching, technical training, and learning opportunities to strengthen team capabilities
- Review customer satisfaction feedback, ticket quality, and recurring issues to improve coaching effectiveness and customer experience
- Use Support data and customer feedback to identify operational challenges, recommend improvements, and take ownership of process improvement initiatives
- Partner closely with Account Management, Onboarding, Product, Engineering, and Operations to improve issue resolution and customer experience
- Leverage AI, automation, and Support tools to improve team efficiency, reduce repetitive work, and strengthen service quality
What we're looking for
- 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment
- Experience managing daily Support operations, team performance, coaching, and employee development
- Experience working in a fast-paced SaaS, software, or technology support environment
- Strong technical troubleshooting skills, with the ability to investigate complex customer issues, identify possible product defects, and guide teams toward resolution
- Experience using Zendesk or similar ticketing platforms to manage Support workflows and monitor performance
- Strong analytical skills, with the ability to interpret Support metrics and identify opportunities to improve efficiency, quality, and customer satisfaction
- Excellent customer communication, conflict resolution, and escalation management skills
- Confident communication in both Thai and English, written and spoken, to support local customers and collaborate with global teams
- Strong leadership, coaching, and interpersonal skills, with the ability to motivate team members, manage performance challenges, and maintain accountability
- Excellent organizational and prioritization skills, balancing daily Support operations, customer escalations, and team development
- Comfortable working independently and leading a remote team in a fast-paced, international environment
- Continuous improvement mindset and willingness to learn new technologies, including AI and automation tools
- Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
Nice to have
- Experience in the hospitality industry or hospitality technology
- Familiarity with hotel operations and software such as PMS, Channel Managers, Booking Engines, or Revenue Management Systems
- Experience with JIRA, Salesforce, or similar technical escalation and CRM tools
- Experience coordinating customer support during system outages or major technical incidents
- Experience collaborating with international or geographically distributed teams
Your team
Customer Support
A fully remote team of hospitality and technology professionals who provide reliable technical assistance, troubleshooting, and guidance to hoteliers.
Benefits
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling, and knowledge transfer
Apply
Direct apply at Cloudbeds
Opens the job posting at Cloudbeds
About Cloudbeds
Remote First, Remote Always
Cloudbeds provides a unified hospitality platform that powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, Cloudbeds helps hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners.
Mission
We're not just building software, we're transforming hospitality.
Key facts
- 650+ team members
- 2012
- Hospitality technology / software
- Platform powers hotels across 150 countries
- Processes billions in bookings annually
- Integrates with hundreds of partners
- Fully remote team across 40+ countries
- Team speaks 30+ languages
- Winner – Hotel Management Software | HotelTechAwards (2026)
- Overall 10 Best Places to Work | HotelTechAwards (2026)
- Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
- Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
- Most Loved Workplace® Certified (2024)
What they value
- Accountability
- Collaboration
- Continuous improvement
- Inclusion