Manager, Customer Support – APAC

About This Opportunity

We are representing a confidential hospitality technology organization seeking an experienced Manager, Customer Support for the APAC region. Our client powers properties across multiple countries and maintains a completely remote workforce. This is an opportunity to lead a team that directly impacts hotel operations worldwide.

As the APAC Customer Support Manager, you'll lead and develop a team of support professionals who serve properties depending on reliable technology solutions. You'll bring your hotel operations background to every escalation and coaching conversation, understanding firsthand what's at stake when systems aren't functioning properly.

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads through regular one-on-ones, goal-setting, and performance management
• Serve as primary escalation point for complex customer issues, applying hotel operations expertise to drive urgent resolution
• Own key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, reporting trends to senior leadership
• Champion an ownership culture where team members take initiative, including direct customer contact when needed to resolve critical issues
• Leverage AI tools to improve team efficiency and service delivery
• Analyze customer feedback and ticket trends to identify systemic issues and implement structural improvements
• Partner cross-functionally with Product, Engineering, and Customer Success teams to surface patterns and drive quality improvements
• Recruit, develop, and retain team members through honest coaching and investment in their professional growth

What We're Looking For

Required Qualifications:

• Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events) at an independent, managed, or branded property – this is essential for the role
• 2+ years leading or supervising customer-facing teams with proven ability to coach performance and build remote team culture
• Strong technical aptitude with ability to quickly learn new tools and troubleshoot independently
• Thrives in fast-paced, high-change environments and can lead teams through ambiguity
• Exceptional communication and interpersonal skills, comfortable handling high-stakes customer escalations
• Fluent in English and Spanish (Spanish fluency is required)
• Based in Australia or New Zealand

Preferred Qualifications:

• Experience with mid-market or multi-property hospitality operations (management companies, branded clusters, ownership groups, or resorts)
• Portuguese language fluency
• Experience creating AI solutions or agents to improve customer service efficiency and quality

How We Work With You

When you apply through Get A Job.ai, our talent team will review your background and conduct an initial screening conversation. If there's a strong match, we'll submit your profile to our client and coordinate the interview process. Please apply exclusively through our platform – direct contact with the hiring organization is not part of this process.

Pay

Compensation details will be discussed during the screening process and are competitive for the APAC region and this level of leadership responsibility.

Equal Opportunity

Get A Job.ai is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees.