Lead, Customer Support - Thailand

Role overview Lead and develop a Thailand-based customer support team serving users of hospitality operations software. You will guide daily service delivery across tickets, phone, and live chat, while helping coaches resolve complex technical issues and improving the support experience through team development and operational changes.

Responsibilities - Coach and develop support coaches through regular one-to-ones, reviews, feedback, and professional development planning. - Oversee staffing, ticket assignment, workload, and daily coverage to maintain reliable service. - Track service measures such as customer satisfaction, response and resolution times, service-level performance, backlog, productivity, and quality. - Guide complex customer escalations, including troubleshooting, customer communication, and de-escalation. - Coordinate with global support and technical teams during incidents or outages, and support investigation and documentation of bugs for escalation. - Use customer feedback and support data to identify recurring issues, training needs, and process improvements; collaborate with product, engineering, onboarding, account management, and operations.

Requirements - The listing emphasizes people leadership, coaching, operational oversight, technical troubleshooting, and clear customer communication. It does not specify a required degree, number of years of experience, or particular software background.

Benefits and work setup - Remote role based in Thailand, on a fully remote team. - Paid time off in accordance with local labor requirements, fully paid parental leave, and a home-office stipend based on country of residence. - Professional development courses and access to manager training, upskilling, and knowledge-sharing opportunities.