Customer Support Coach – Integrations - Cloudbeds

About Cloudbeds

At Cloudbeds, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team.

How You'll Make an Impact

As our Customer Support Coach – Integrations in Thailand, you’ll be the deepest expert at Cloudbeds on our MecX Tech integrations, principally the Carmen Accounting interface and the TM30 Immigration reporting integration. You’ll be the person Thai customers, support agents, and partners turn to when something isn’t flowing. Thai hoteliers must report every foreign guest to Immigration within 24 hours under TM30, and every night’s revenue has to land cleanly in a finance system built for Thai accounting standards.

This is a coaching role as much as a technical one. You’ll resolve the hardest escalations yourself, then turn each one into playbooks, articles, and hands-on training that raise the floor for the whole support org. You’ll also use AI and automation to cut repetitive diagnostic work so your time goes to the hoteliers who need it.

Key Responsibilities

• Technical Ownership: Serve as the subject matter expert and primary escalation point for MecX Tech integrations, with end-to-end ownership of the Carmen Accounting interface and the TM30 Immigration reporting integration. Investigate complex failures using logs, API tooling, and structured troubleshooting.
• Compliance & Reliability: Ensure Thai properties meet their TM30 obligations reliably through Cloudbeds by tracking submission success rates and driving down failures. Partner with Onboarding and Sales for clean initial configurations.
• Mentorship & Coaching: Mentor and upskill Support agents across the region on Thai integrations through training sessions, decision trees, troubleshooting guides, and ticket shadow reviews. Drive adoption of AI and modern tooling.
• Partner Collaboration: Act as the day-to-day technical liaison with development and integration partners: triage jointly, escalate cleanly, keep a shared issue log, and maintain momentum on resolution.
• Product Feedback: Translate recurring field issues into clear, well-evidenced bug reports and product feedback, advocate for the Thai market internally, and track fixes through to release.
• Documentation: Own the knowledge base, capturing learnings in searchable, reusable documentation in both Thai and English.
• Metrics & Reporting: Track and report integration health metrics (ticket volume, time to resolution, escalation rate, integration error rates) to target where coaching and product fixes will have the most impact.

What Sets You Up for Success

• Technical Expertise: 3+ years in technical support, integrations support, or implementation. Ability to read API documentation, interpret JSON/XML payloads, analyze logs, and use API tools like Postman to isolate integration failures.
• Hospitality Domain Knowledge: Experience in hotel operations or hospitality technology (PMS, channel manager, POS, or hotel back-office/accounting systems) and familiarity with night audit, revenue posting, and end-of-day processes.
• Bilingual Communication: Native or business-fluent Thai plus strong professional English to communicate effectively with both local hotel GMs and international engineering teams.
• Teaching & Mentoring: Proven ability to teach and level up peers, create documentation, and build scalable troubleshooting resources.
• Soft Skills & Ownership: High emotional intelligence, calm problem-solving ability during critical issues, and strong detail orientation.
• Tools & Tech: Experience with modern support and ticketing platforms (Zendesk, Jira, Salesforce), with comfort learning new software and leveraging AI tools.

Bonus Qualifications

• Direct experience with Carmen Software, hotel accounting platforms (Sun Systems, Xero, QuickBooks, SAP), or TM30/Thai Immigration compliance reporting integrations.
• Background working with or at a Thai hospitality technology partner or reseller, or a hospitality degree.
• Basic scripting/querying abilities (SQL, Python) for data investigation.
• Knowledge of additional regional languages (Mandarin, Japanese, Bahasa).

Work Authorization

Applicants must be currently authorized to work in Thailand without requiring visa sponsorship. Cloudbeds is unable to provide sponsorship for work visas for this role.

Benefits

• Remote First, Remote Always culture
• Paid Time Off (PTO) in accordance with local labor requirements
• Fully paid parental leave
• Home office stipend based on country of residency
• Professional development courses via Cloudbeds University and continuous training programs