Manager, Customer Support - ANZ
Core
Lead, coach, and develop a team of Customer Support Leads to deliver exceptional support to hoteliers using Cloudbeds' platform, acting as the primary escalation point for complex issues.
Role type
Manager, Customer Support (Hospitality SaaS)
Builds
Customer support operations and team performance for a global hotel property management system
Domain
Hospitality technology / SaaS
Deliverable
client delivery
Required skills
Hotel or resort operations experience, team leadership and coaching, technical aptitude, data analysis for support metrics, cross-functional partnership, hiring and retention
Preferred skills
Mid-market or multi-property hospitality experience, AI tool implementation for efficiency
Technologies
Cloudbeds AI tools, ticketing systems, data analytics platforms
Responsibilities
Lead, coach, and develop a team of Customer Support Leads; Act as the 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 direct customer engagement; Partner cross-functionally with Product, Engineering, and CS leadership; Hire, develop, and retain team members
Seniority
Manager, hands-on leadership
