# Manager, Customer Support Remote from[UK](https://jobicy.com/job-region/uk.md)Annual salary Undisclosed Salary information is not provided for this position. Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted25 Jun 2026Apply before25 Jul 2026Experience level Midweight Views / Applies 554 / 116 [About company](https://jobicy.com/company/cloudbeds.md) [Share](#share) About [Cloudbeds](https://jobicy.com/company/cloudbeds.md) One easy-to-use hospitality management suite that simplifies the working lives of hoteliers and hosts. * [Hospital & Health Care](https://jobicy.com/company-category/hospital-health-care.md) * 2012 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. Tailor Resume Check Job Fit Cover Letter ### Tailor my resume to this job Discover how to best rewrite and optimize your resume for this specific job. You'll receive personalized suggestions and detailed guidance to highlight your key strengths, effectively address the job requirements, and make your application more compelling to recruiters and hiring managers. After analyzing your resume, I can provide several recommendations to better position yourself for this role. Your background in software development shows strong technical skills, particularly in Java and Python development. However, for this Senior Backend Developer position, I notice there could be more emphasis on your experience with microservices architecture and cloud technologies, which are key requirements for this role. I recommend highlighting specific projects where you utilized these technologies and quantifying your achievements to demonstrate impact... Upgrade to Plus ### Am I a good fit for this job? Understand your compatibility with this specific job opportunity. Our detailed analysis will assess your resume against the role's requirements, providing insights into your potential fit, key skill alignments, and areas you might need to develop to be a strong candidate. After assessing your resume against the job requirements, here's a summary of your fit: 1. Overall Match: Moderate Fit (Approx. 65-70%). Your resume shows good alignment with several core responsibilities for the Project Manager role, especially your experience in agile methodologies and stakeholder communication. 2. Key Strengths: Your PMP certification and proven track record in delivering projects on time are strong assets for this position. 3. Potential Gap: The role specifies experience with 'XYZ specific software', which is not explicitly mentioned in your resume. If you have this experience, ensure it's highlighted. 4. 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Upgrade to Plus ### AI Summary Cloudbeds is seeking a Customer Support Manager for Europe to lead and develop a team of Support Leads, ensuring exceptional support for hoteliers using their platform. This role requires firsthand hotel operations experience to handle escalations, drive key metrics like CSAT and NPS, and champion a culture of ownership. The manager will leverage AI tools, analyze customer feedback for structural improvements, and collaborate cross-functionally with Product and Engineering. Ideal candidates have significant hotel operations experience and 2+ years of team leadership in a fast-paced, remote environment. ### Role DNA Job Complexity Easy Hard AI Insight The role demands a unique blend of deep hospitality expertise, team leadership, and technical aptitude, plus the ability to navigate a high-change, remote environment, making it challenging but achievable for experienced professionals. ### Salary Analysis Median Market Rate $95,000US Market $75k – 120k 0 $132k AI Insight The salary range for this position is not provided, so an estimate based on US market data is used. For a Customer Support Manager in the hospitality tech industry, the median salary is approximately $95,000. This role's compensation is competitive for the required experience and remote work flexibility. ### Core Skills Required [Customer Support Management](https://jobicy.com/jobs?search_keywords=Customer+Support+Management.md) [Hotel Operations](https://jobicy.com/jobs?search_keywords=Hotel+Operations.md) [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [Remote Team Management](https://jobicy.com/jobs?search_keywords=Remote+Team+Management.md) [CSAT/NPS Improvement](https://jobicy.com/jobs?search_keywords=CSATNPS+Improvement.md) [Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation+Management.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [AI Tools](https://jobicy.com/jobs?search_keywords=AI+Tools.md) [Data Analysis](https://jobicy.com/jobs?search_keywords=Data+Analysis.md) [Hospitality Technology](https://jobicy.com/jobs?search_keywords=Hospitality+Technology.md) ### Cover Letter Sample I am excited to apply for the Manager, Customer Support position at Cloudbeds. With over [X] years in hotel operations and [Y] years leading customer support teams, I understand the critical role technology plays in hospitality. I have successfully managed escalations, improved CSAT scores, and built remote team cultures focused on ownership and empathy. At my previous role, I led a team of support leads, driving a 15% increase in first contact resolution and reducing escalation times by 20%. My hands-on hotel experience allows me to quickly grasp the impact of issues on properties and guide my team to effective solutions. I am particularly drawn to Cloudbeds' mission of transforming hospitality through innovative technology. I am eager to contribute my leadership and operational expertise to help your team deliver exceptional support and scale with the company's growth. Thank you for considering my application. I look forward to the possibility of discussing how I can make an impact at Cloudbeds. Copy ### Sample Interview Questions Can you describe a time when you had to handle a complex customer escalation in a hotel setting? What steps did you take to resolve it?In my previous role as a Front Office Manager, a guest was double-charged due to a PMS glitch. I immediately apologized, credited the charge, and personally followed up to ensure the guest was satisfied. I then worked with IT to identify the root cause and implemented a check to prevent recurrence.How do you motivate and develop a remote team of support leads to achieve high performance?I set clear, measurable goals and hold regular 1:1s to provide feedback and coaching. I foster a culture of recognition by celebrating wins publicly and encourage peer learning. I also invest in their professional growth by offering training opportunities and challenging assignments.What metrics do you consider most important for a customer support team, and how have you improved them?Key metrics include CSAT, NPS, SLA adherence, and First Contact Resolution. At my last job, I improved CSAT by 10% by implementing a new feedback loop and training the team on empathy-driven communication. I also reduced average response time by 20% through better scheduling and tool optimization.How would you leverage AI tools to improve your team's efficiency without sacrificing quality?I would use AI to automate repetitive tasks like ticket categorization and suggested responses, freeing the team to focus on complex issues. I'd also use AI analytics to identify trends and proactively address common problems. Regular training ensures the team uses AI effectively while maintaining a personal touch.Describe a time you used customer feedback to drive a structural change in your support process.We noticed recurring complaints about a specific feature. I analyzed ticket data and found a pattern. I collaborated with Product to prioritize a fix, and we updated the knowledge base with clearer instructions. This reduced related tickets by 30% and improved overall satisfaction. What Makes Us Unique At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers’ biggest challenges. Since our founding in 2012, we’ve become the World’s Best Hotel PMS Solutions Provider and landed on Deloitte’s Technology Fast 500 again in 2024 – but we’re just getting started. How You’ll Make an Impact: As a Customer Support Manager for Europe, you’ll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You’ll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision — because you understand what it means for a property when their technology isn’t working. This is a role for someone who is not afraid to pick up the phone and call a customer directly to fix a problem, who leads their team by example, and who gets energized by helping people grow. Our Customer Support Team: Our Customer Support team is where hospitality expertise meets technology — a remote group of former hoteliers and customer experience professionals who hold themselves to a high standard because they know the impact their work has on real properties around the world. We move fast, support each other, and genuinely care about the outcomes we deliver for our customers. If you lead by example, stay calm under pressure, and bring the kind of ownership mentality that comes from working in an operation that never sleeps, you’ll feel right at home here. What You Bring to the Team: * Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work * Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy * Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly * Champion a culture where the team takes ownership of outcomes and customers feel the difference — including picking up the phone when that’s what it takes to resolve an issue * Leverage Cloudbeds’ AI tools to improve team efficiency and help your team work smarter * Use customer feedback and ticket trend data to identify what isn’t working and fix it structurally — not just case by case * Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale * Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth What Sets You Up for Success: * Bring significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. This is a firm requirement for this role * Demonstrate 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture * Show strong technical aptitude and learning agility — you pick up new tools quickly, troubleshoot independently, and thrive in environments where the technology and processes are constantly evolving * Thrive in a fast-paced, high-change environment — Cloudbeds moves quickly, and the ability to lead your team through ambiguity and rapid iteration is essential to success in this role * Bring exceptional communication and interpersonal skills — comfortable engaging directly with customers at all levels, including in high-stakes or escalated situations * Fluent in English and Spanish — Spanish fluency is required. Portuguese is a strong additional plus and may be a deciding factor between otherwise comparable candidates Bonus Skills to Stand Out : * Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations is a strong differentiator * Prior experience in a customer support, customer success, or customer experience role within a SaaS or hospitality technology environment ### What to Expect – Your Journey with Us Behind Cloudbeds’ revolutionary technology is a team of redefining what’s possible in hospitality. We’re 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. Learn more online at [cloudbeds.com](https://www.cloudbeds.com/) ### Company [Awards](https://www.cloudbeds.com/awards/) to Check Out! * Best All-In-One Hotel Management System | HotelTechAwards (2025) * Overall 10 Best Places to Work | HotelTechAwards (2025) * Most Loved Workplace® Certified (2024) * Top 10 People’s Choice(2024) * Deloitte Technology Fast 500 (2024) ### ### Discover our Benefits: * Remote First, Remote Always * PTO in accordance with local labor requirements * Monthly Wellness Fridays – enjoy an extra long weekend every month * Full 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. ### Everyone is Welcome – A Culture of Inclusion Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at [accommodations@cloudbeds.com](mailto:accomodations@cloudbeds.com). Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes. To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications. #LI-REMOTE Show more [Apply now >](https://jobicy.com/jobs/143758-manager-customer-support-2.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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