Customer Support Coach

Role overview This fully remote role supports hotel and resort customers using a unified property management platform, serving as both the voice of the customer and an internal advocate. The position sits within a global Customer Support organization of 60+ professionals and focuses on resolving inquiries, troubleshooting escalated issues, and contributing feedback that shapes future product releases.

Responsibilities - Assist hotel properties daily with platform usage questions and troubleshooting - Resolve customer inquiries across phone, email, live chat, and other support channels - Make outbound calls to follow up on escalated or unresolved issues - Build strong customer relationships through empathy to drive loyalty, retention, and increased software adoption - Gather customer feedback and product requirements to inform future software releases - Maintain working knowledge of platform updates through training materials and company-wide online sessions - Contribute to internal training materials and support resources

Requirements - One or more years of hands-on front-of-house hospitality operations experience at a hotel or resort in roles such as Front Desk, Night Auditor, Guest Services, Revenue Manager, or Assistant Manager (airline, event, or food and beverage-only experience does not qualify) - Native or fluent proficiency in both English and Thai - Excellent communication skills and a positive, service-oriented attitude - Strong problem-solving ability paired with high emotional intelligence - Demonstrated learning agility and adaptability - A relevant degree, diploma, or equivalent program; alternatively, two or more years of proven professional experience - Comfort with computers, systems, and modern digital tools - Reliable high-speed internet connection suitable for remote work

Nice to have - Previous customer service experience in a SaaS, technology, or hospitality software environment

Benefits and work setup - Fully remote-first organization with employees distributed across 40+ countries - PTO aligned with local labor requirements - Monthly Wellness Fridays providing an extra-long weekend each month - Fully paid parental leave - Home office stipend based on country of residence - Access to internal professional development courses and ongoing upskilling programs