Lead, Customer Support - Thailand
Core
Lead and mentor a team of Customer Support Coaches delivering technical support and troubleshooting for Cloudbeds' hotel management software platform to customers in Thailand.
Role type
Senior IC Customer Support Team Lead
Builds
Cloudbeds unified platform for hoteliers
Domain
SaaS / Hospitality Technology
Required skills
People management, team coaching, performance management, technical troubleshooting, Zendesk, data analysis, conflict resolution, Thai language, English language, remote team leadership
Preferred skills
Hospitality industry experience, PMS/Channel Manager knowledge, JIRA, Salesforce, incident coordination, international team collaboration
Technologies
Zendesk, JIRA, Salesforce, AI tools, automation tools
Responsibilities
Lead, coach, and develop Thailand Customer Support Coaches; Monitor team KPIs (CSAT, response times, SLA); Oversee daily Support operations and workload management; Manage complex customer escalations; Collaborate with global Support and technical teams during system incidents; Identify product knowledge gaps and deliver training; Use Support data to drive process improvements.
Seniority
Senior, hands-on IC