Lead, Customer Support - Thailand

What Makes Cloudbeds Unique

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 the Customer Support Lead, Thailand, you will lead, mentor, and develop a team of Thailand Customer Support Coaches responsible for delivering exceptional customer and technical support experiences to Cloudbeds customers.

Your primary focus will be building a high-performing, customer-centric team through coaching, performance management, technical guidance, and daily operational leadership. You will ensure the team delivers timely, accurate, and professional support while meeting service quality, productivity, and customer satisfaction goals.

What You'll Bring to the Team

• Lead, coach, and develop Thailand Customer Support Coaches to deliver exceptional service across tickets, phone calls, and live chat for the Thai market.
• Build, maintain, and enable a high-performing Thailand Support team via regular 1:1s, performance reviews, coaching sessions, and professional development planning.
• 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.
• 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.
• Support coaches in investigating technical issues, reproducing bugs, and documenting findings.
• Leverage AI, automation, and Support tools to improve team efficiency and service quality.

What Sets You Up for Success

• 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 to investigate complex customer issues and guide teams toward resolution.
• Experience using Zendesk or similar ticketing platforms.
• Strong analytical skills to interpret Support metrics and identify improvements.
• Excellent customer communication, conflict resolution, and escalation management skills.
• Fluent in both Thai and English, written and spoken.
• Comfortable working independently and leading a remote team in an international environment.

Discover Our 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, manager training, upskilling, and knowledge transfer