Brisbane
10 Jul 2026
Manager, Customer Support - APAC
Cloudbeds
Brisbane
10 Jul 2026
Manager, Customer Support - APAC
Cloudbeds seeks a Customer Support Manager for APAC to lead a remote team supporting hoteliers. Requires hotel operations experience and Spanish fluency. The role involves coaching, escalation management, and driving support metrics.
AI-enabledRemoteFull-timeEntry LevelHotel OperationsCustomer Support
Manager, Customer Support - APAC
Cloudbeds seeks a Customer Support Manager for APAC to lead a remote team supporting hoteliers. Requires hotel operations experience and Spanish fluency. The role involves coaching, escalation management, and driving support metrics.
AI-enabledRemoteFull-timeEntry LevelHotel Operations
Salary
Not specified
Core Qualifications
Technical (Must-have)
Hotel OperationsCustomer SupportCoachingPerformance ManagementCSATNPSSLAFirst Contact ResolutionAI ToolsCross-functional CollaborationSpanishEnglish
Soft Skills
LeadershipCommunicationEmpathyOwnershipAdaptabilityProblem SolvingInterpersonal Skills
Preferred Qualifications
Technical (Nice-to-have)
PortugueseMid-market HospitalityMulti-property HospitalityAI Solutions
Key Responsibilities
- Lead, coach, and develop a team of Customer Support Leads
- Act as primary escalation point for complex customer issues
- Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution
- Champion a culture of ownership and customer-centricity
- Leverage Cloudbeds' AI tools to improve team efficiency
- Use customer feedback and ticket trend data to identify structural improvements
- Partner cross-functionally with Product, Engineering, and CS leadership
- Hire, develop, and retain team members through coaching and feedback
Customer Support ManagerAPACHospitalityRemoteHotel OperationsSpanishAICloudbeds