Customer Support Coach

Role overview A remote Customer Support Coach role supporting hotel and resort partners using a unified hospitality software platform. The position blends hands-on customer service with advocacy work, helping clients get the most out of the system and channeling their feedback back into product improvements.

Responsibilities - Respond to customer questions and troubleshoot issues across phone, email, live chat, and other support channels - Make outbound calls to follow up on escalated or unresolved cases - Build empathetic customer relationships that drive retention, loyalty, and deeper software adoption - Collect feedback and feature requirements from clients to inform future product releases - Use internal training materials and attend company-wide online sessions to stay current on system updates - Contribute to support documentation, knowledge base entries, and training resources

Requirements - At least one year of hands-on, front-of-house hospitality operations experience at a hotel or resort (e.g., Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar role at a quality property); airline, event, or food and beverage-only backgrounds do not qualify - Native or fluent proficiency in both English and Thai - Strong written and verbal communication skills with a positive, service-oriented attitude - Solid problem-solving ability paired with emotional intelligence and learning agility - Comfort with computers, software systems, and a reliable high-speed internet connection - A relevant degree or more than two years of equivalent professional experience

Nice to have - Prior customer service experience in a software, SaaS, or tech-support context

Benefits and work setup - Fully remote position with a globally distributed team of 60+ support professionals - PTO aligned with local labor requirements - Monthly long-weekend wellness days - Fully paid parental leave - Home office stipend based on country of residency - Access to internal learning platforms, manager training, upskilling programs, and ongoing knowledge transfer