Lead, Customer Support - Thailand

Location: Remote – Thailand

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.

Working closely with the Customer Success Lead, global Customer Support leadership, and cross-functional teams, you will help strengthen Support operations in Thailand, manage complex customer escalations, and drive improvements that enhance the customer experience.

This role is ideal for a leader who enjoys developing people, solving complex technical and customer challenges, and building a strong Support team.

Our Customer Support Team

Our Customer Support team helps hoteliers operate confidently with Cloudbeds by providing reliable technical assistance, troubleshooting, and guidance.

We are a fully remote team of hospitality and technology professionals who understand that great Support is not just about resolving tickets. It's about understanding customer needs, taking ownership, communicating clearly, and building trust.

As the Thailand Customer Support Lead, you will support and develop local coaches while collaborating with global Support teams to deliver a consistent and high-quality customer experience.

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 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 Sets You Up for Success

• Bring 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment.
• Demonstrate experience managing daily Support operations, team performance, coaching, and employee development.
• Have experience working in a fast-paced SaaS, software, or technology support environment.
• Demonstrate strong technical troubleshooting skills, with the ability to investigate complex customer issues, identify possible product defects, and guide teams toward resolution.
• Have experience using Zendesk or similar ticketing platforms to manage Support workflows and monitor performance.
• Show strong analytical skills, with the ability to interpret Support metrics and identify opportunities to improve efficiency, quality, and customer satisfaction.
• Demonstrate excellent customer communication, conflict resolution, and escalation management skills.
• Communicate confidently in both Thai and English, written and spoken, to support local customers and collaborate with global teams.
• Show strong leadership, coaching, and interpersonal skills, with the ability to motivate team members, manage performance challenges, and maintain accountability.
• Demonstrate excellent organizational and prioritization skills, balancing daily Support operations, customer escalations, and team development.
• Be comfortable working independently and leading a remote team in a fast-paced, international environment.
• Bring a continuous improvement mindset and willingness to learn new technologies, including AI and automation tools.

Bonus Skills to Stand Out (Optional)

• 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.