Manager, Customer Support – APAC

Remote from: Australia, New Zealand
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 12 Jul 2026
Apply before: 12 Aug 2026
Experience level: Midweight
Views / Applies: 43 / 1

About company

About Cloudbeds

One easy-to-use hospitality management suite that simplifies the working lives of hoteliers and hosts.

Hospital & Health Care
2012

Actively Hiring

AI Summary

Cloudbeds is seeking a Customer Support Manager for APAC to lead and develop a team of Customer Support Leads. The role requires significant hotel operations experience and involves managing escalations, driving key support metrics, and leveraging AI tools for efficiency. The position is remote and fast-paced, with a focus on coaching, cross-functional collaboration, and continuous improvement. Ideal candidates have a background in hotel front office, property management, or revenue management, along with 2+ years of leadership experience.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role demands expertise in hotel operations, leadership skills, and the ability to manage complex escalations in a fast-paced remote environment, making it challenging but not extremely specialized.

Salary Analysis

AI Insight The salary for this role is not specified, but based on market data for a Customer Support Manager, the median is around $90,000. This is competitive for a remote position with leadership responsibilities and a requirement for industry-specific experience.

Core Skills Required

Customer Support Management Hotel Operations Remote Team Leadership APAC Market CSAT/NPS Improvement AI Tools Cross-Functional Collaboration Escalation Management Process Optimization Data-Driven Decision Making

Cover Letter Sample

Dear Hiring Team,

I am excited to apply for the Customer Support Manager position at Cloudbeds. With over 5 years of experience in hotel operations and 3 years leading remote support teams, I am confident I can drive excellence in your APAC support organization. I have a proven track record of improving CSAT and NPS through coaching and process improvements.

In my previous role as Front Office Manager at a large resort, I handled complex guest issues and trained teams to deliver exceptional service. I am adept at using data to identify trends and implement structural fixes, and I thrive in fast-paced environments.

I look forward to the opportunity to contribute to Cloudbeds' mission of transforming hospitality. Thank you for your consideration.

Sincerely,
[Your Name]

Sample Interview Questions

How would you handle a critical escalation from a key client that is not resolved by your team?

I would immediately contact the customer to acknowledge the issue, then work with my team to identify root cause and provide a solution. I'd also escalate internally if needed, ensuring transparent communication and a follow-up to prevent recurrence.

Describe your approach to coaching a Customer Support Lead who is struggling with performance metrics.

I would first review their performance data and conduct a 1:1 to understand their challenges. We would set clear, achievable goals and create a development plan with regular check-ins. I'd also provide shadowing opportunities and resources to help them improve.

How do you use data to improve support operations?

I regularly analyze ticket trends, CSAT scores, and SLA adherence to identify bottlenecks. For example, if first contact resolution is low, I investigate common issues and create training or process changes. I also share insights with Product and Engineering teams to address systemic problems.

Can you give an example of a time you led a team through a significant change, such as a new tool rollout?

At my previous company, we introduced a new ticketing system. I planned phased training sessions, created documentation, and held office hours for questions. I monitored adoption and feedback, adjusting the approach to ensure a smooth transition and maintain team morale.

How do you balance empathy for customers with operational efficiency?

I train my team to first listen and validate the customer's frustration, then focus on solving the problem quickly. We use automation for routine tasks, allowing more time for complex issues. I also emphasize ownership so customers feel supported, while tracking metrics to ensure efficiency.

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 APAC, 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
Created solutions and agents using AI to help improve efficiency and quality of customer service.

#LI-AM1

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
Company 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. 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.
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