This is a coaching role as much as a technical one. You’ll resolve the hardest escalations yourself, then turn each one into playbooks, articles, and hands-on training that raise the floor for the whole support org, and you’ll use AI and automation to cut repetitive diagnostic work so your time goes to the hoteliers who need it. If you get satisfaction from finding the root cause, fixing it for good, and teaching others to spot it, we’d love to hear from you.
Our Customer Support Team
We are a fully remote group of former hoteliers, technologists, and customer experience professionals focused on removing unnecessary manual work so we can spend more time solving the problem behind the problem and helping customers feel confident and supported. If you’re driven by curiosity and ownership and prefer deeply personalized hospitality moments over repetitive operational tasks, you’ll feel right at home here.
What You Bring to the Team
Serve as the subject matter expert and primary escalation point for MecX Tech integrations, with end-to-end ownership of the Carmen Accounting interface and the TM30 Immigration reporting integration. Investigate complex failures using logs, API tooling, and structured troubleshooting until you reach the root cause, not just a workaround.
Make sure Thai properties meet their TM30 obligations reliably through Cloudbeds by tracking submission success rates and driving down failures before they become regulatory exposure. Partner with Onboarding and Sales so new properties are configured correctly on Carmen and TM30 from day one.
Mentor and upskill Support agents across the region on Thai integrations through training sessions, decision trees, troubleshooting guides, and ticket shadow reviews, so the team resolves more without escalating. Drive adoption of AI and modern tooling to cut diagnostic drag.
Act as the day-to-day technical liaison with development and integration partners: triage jointly, escalate cleanly, keep a shared issue log, and keep resolution moving on both sides.
Translate recurring field issues into clear, well-evidenced bug reports and product feedback, advocate for the Thai market internally, and track fixes through to release.
Own the knowledge base, capturing what you learn in searchable, reusable documentation in both Thai and English so the next person doesn’t have to solve it again.
Track and report integration health metrics (ticket volume, time to resolution, escalation rate, integration error rates, and more), and use them to target where coaching and product fixes will have the most impact.
What Sets You Up for Success
3+ years in a technical support, integrations support, or implementation role, able to read API documentation, interpret JSON/XML payloads, work through logs, and use tools like Postman to isolate where a data flow breaks
Experience in hotel operations or hospitality technology (PMS, channel manager, POS, or hotel back-office/accounting systems), familiar with night audit, revenue posting, and how a hotel closes its day
Native or business-fluent Thai plus strong professional English: you can troubleshoot with a hotel GM in Bangkok in the morning and write a crisp escalation to a US engineering team in the afternoon, explaining technical and business concepts clearly in both languages, in writing and in conversation
Proven ability to teach, mentor, and level up peers: you document as you go and get satisfaction from making yourself unnecessary on the next ticket
High emotional intelligence and calm ownership when a customer is blocked, frustrated, or facing a deadline
Accountable, data-driven, and detail-oriented, with experience in modern tools like Zendesk, Jira, Salesforce or similar, and comfortable working with AI and picking up new software quickly
Comfortable working alongside people from diverse cultures and backgrounds across many time zones
Bonus Skills to Stand Out
Direct experience with Carmen Software or another hotel back-office/accounting platform (Sun Systems, Xero, QuickBooks, SAP), or hands-on experience with TM30 / Thai Immigration reporting or other government compliance reporting integrations
Prior experience working with or at a Thai hospitality technology partner or reseller, or a hospitality degree or hotel operations background
Basic scripting or query ability (SQL, Python) for investigating data issues at scale, and additional regional languages (Mandarin, Japanese, Bahasa) for broader APAC coverage
Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.
What to Expect - Your Journey with Us
Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn more online at cloudbeds.com
Cloudbeds Awards
Winner – Hotel Management Software | HotelTechAwards (2026)
Overall 10 Best Places to Work | HotelTechAwards (2026)
Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
Most Loved Workplace® Certified (2024)
Deloitte Technology Fast 500 (2024)
Discover our Benefits
Remote First, Remote Always
PTO in accordance with local labor requirements
Fully Paid Parental Leave
Home office stipend based on country of residency
Professional development courses in Cloudbeds University
Access to professional development, including manager training, upskilling, and knowledge transfer
Everyone is Welcome - A Culture of Inclusion
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.
