Lead, Customer Support (Hospitality)

Location: Remote – Thailand

Company

hirify.global develops a unified hospitality software platform used by hotels in 150 countries, integrating hotel operations and commercial tools with hundreds of partners.

What you will do

• Lead, coach, and develop Thailand Customer Support Coaches serving customers through tickets, phone calls, and live chat.
• Manage 1:1s, performance reviews, coaching, professional development, staffing coverage, ticket distribution, and daily workload operations.
• Monitor CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and support quality.
• Handle complex customer escalations and coordinate technical troubleshooting, customer communication, and de-escalation.
• Coordinate with global Support and technical teams during incidents and outages, including escalation, communication, and follow-up.
• Identify support improvements, technical knowledge gaps, recurring issues, and opportunities to use AI, automation, and support tools.

Requirements

• 2+ years of direct people-management experience in customer support, technical support, or a similar customer-facing environment.
• Experience managing daily Support operations, team performance, coaching, and employee development.
• Experience in a fast-paced SaaS, software, or technology support environment.
• Strong technical troubleshooting skills, including investigating complex customer issues, identifying possible product defects, and guiding resolution.
• Experience with Zendesk or a similar ticketing platform for support workflows and performance monitoring.
• Strong analytical, organizational, prioritization, customer communication, conflict resolution, and escalation management skills.
• Confident written and spoken Thai and English communication is required.
• Strong leadership, coaching, and interpersonal skills, including motivating team members, managing performance challenges, and maintaining accountability.
• Ability to work independently and lead a remote team in a fast-paced, international environment.
• Continuous improvement mindset and willingness to learn AI, automation, and other technologies.
• Applicants must already be authorized to work in Thailand without requiring visa sponsorship.

Nice to have

• Hospitality or hospitality technology experience.
• Familiarity with hotel operations and PMS, Channel Managers, Booking Engines, or Revenue Management Systems.
• Experience with JIRA, Salesforce, or similar technical escalation and CRM tools.
• Experience coordinating customer support during system outages or major technical incidents.
• Experience collaborating with international or geographically distributed teams.

Culture & Benefits

• Remote-first and remote-always work environment.
• PTO in accordance with local labor requirements and fully paid parental leave.
• Home office stipend based on country of residence.
• Professional development through hirify.global University, manager training, upskilling, and knowledge transfer.
• Inclusive global team of 650+ employees across 40+ countries.