Lead, Customer Support
New
C
CloudbedsHospitality technology
Remote – ThailandFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Communicate confidently in both Thai and English, written and spoken.
- Experience
- 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment.
- Required Skills
- People ManagementSalesforceJiraZendesk
Requirements
- Bring 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment.
- Have experience managing daily support operations, team performance, coaching, and employee development.
- Have experience working in a fast-paced SaaS, software, or technology support environment.
- Demonstrate technical troubleshooting skills, including investigating complex customer issues and identifying possible product defects.
- Have experience using Zendesk or similar ticketing platforms to manage support workflows and monitor performance.
- Interpret support metrics and identify opportunities to improve efficiency, quality, and customer satisfaction.
- Demonstrate customer communication, conflict resolution, and escalation-management skills.
- Communicate confidently in Thai and English, both written and spoken.
- Show leadership, coaching, and interpersonal skills, including motivating team members and managing performance challenges.
- Demonstrate organizational and prioritization skills across support operations, customer escalations, and team development.
- Be comfortable working independently and leading a remote team in a fast-paced, international environment.
- Bring a continuous-improvement mindset and willingness to learn AI and automation tools.
- Optional: experience in hospitality or hospitality technology, or familiarity with hotel operations and systems such as PMS, Channel Managers, Booking Engines, or Revenue Management Systems.
- Optional: experience with JIRA, Salesforce, or similar technical escalation and CRM tools.
Responsibilities
- Lead, coach, and develop Thailand Customer Support Coaches serving the Thai market across tickets, phone calls, and live chat.
- Build team performance through regular one-on-ones, performance reviews, coaching, and development planning.
- Monitor CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and support quality.
- Oversee daily support operations, ticket distribution, staffing coverage, and workload management.
- Manage complex customer escalations and guide technical troubleshooting, customer communication, and de-escalation.
- Coordinate escalations, customer communication, and follow-up with global support leadership and technical teams during incidents or outages.
- Support investigation of technical issues, bug reproduction, documentation, and escalation through JIRA or other internal tools.
- Identify product knowledge gaps and deliver coaching, technical training, and learning opportunities.
- Review customer feedback, ticket quality, and recurring issues to improve coaching and customer experience.
- Use support data and customer feedback to recommend and own process improvements, including leveraging AI and automation.
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