Cloudbeds

Manager, Customer Support

UKRemotePosted 1 month ago$75,000 – $120,000

Full TimeSeniorRemoteUK

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Job Description

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

Key Highlights

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

Qualifications

Preferred Qualifications

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

Skills & Technologies

Machine Learning

About the Company

Cloudbeds

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Job Details

Employment Type

Full Time

Experience Level

Senior

Salary Range

$75,000 – $120,000

Location

Work Mode

Remote

Posted

1 month ago

Country