Customer Support Coach - Integrations

How You'll Make an Impact:

As our Customer Support Coach – Integrations in Thailand, you’ll be the deepest expert at Cloudbeds on our MecX Tech integrations, principally the Carmen Accounting interface and the TM30 Immigration reporting integration. You’ll be the person Thai customers, support agents, and partners turn to when something isn’t flowing. Thai hoteliers must report every foreign guest to Immigration within 24 hours under TM30, and every night’s revenue has to land cleanly in a finance system built for Thai accounting standards. When those handoffs break, front desk teams become data-entry clerks and properties carry real regulatory risk.

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