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Remote Apac Jobs in Lexington, SC (NOW HIRING)

Cloudbeds

Director of Customer Support

North, SC · Remote

$180K - $190K/yr

We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 66 coaches and advanced support specialists across LATAM, EMEA, and APAC ...

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Remote Apac information

What are the main challenges of working remotely in an APAC-focused role, and how can they be managed?

Working remotely in an APAC-focused role often means coordinating with colleagues, clients, or partners across various countries and time zones, which can pose challenges for scheduling and real-time communication. It's important to establish clear routines, leverage collaboration tools, and proactively communicate expectations to ensure smooth workflow and alignment. Cultural sensitivity and adaptability are also key to building trust and rapport with diverse stakeholders in the region. Many employers provide resources, training, and flexible work structures to help remote APAC professionals succeed. Embracing these strategies will help you overcome common challenges and excel in a dynamic, international environment.

What is a Remote Apac?

A Remote APAC job is a position that allows professionals to work remotely while serving clients, customers, or operations within the Asia-Pacific (APAC) region. These roles can span various industries, including technology, customer support, sales, and marketing. Employees in Remote APAC jobs may need to align their work hours with APAC time zones and have knowledge of regional markets and cultures. Fluency in local languages can be a plus, depending on the role.

What are the key skills and qualifications needed to thrive in the Remote Apac position?

To thrive as a Remote APAC (Asia-Pacific) professional, you need strong regional market knowledge, virtual collaboration skills, and experience in your specific industry or function. Familiarity with tools such as video conferencing platforms, CRM systems, and project management software is typically required, along with a relevant bachelor’s degree or certifications. Outstanding cross-cultural communication, self-motivation, and time management abilities set top performers apart in remote regional roles. These skills are essential for effectively navigating diverse markets, building client relationships, and achieving goals in a remote environment spanning multiple time zones.

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Director of Customer Support

Cloudbeds

North, SC • Remote

$180K - $190K/yr

Full-time

Re-posted 12 days ago

Job description

How You'll Make an Impact:

As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it - raising first contact resolution and driving down resolution times while keeping the customer experience human.

Our Customer Support Team:

Forget the stuffy corporate office. We are a completely remote global team of innovators and hospitality experts. The support organization spans roughly 66 coaches and advanced support specialists across LATAM, EMEA, and APAC, organized into teams led by experienced leads and senior leads. We are our clients' secret weapon and trusted advisor, and we are rebuilding how support works from the ground up.

What You Bring to the Team:

  • Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention
  • Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure
  • Apply deep hospitality or hospitality-technology experience to every escalation and process decision - you understand property operations, distribution, and what downtime costs a hotelier in real time
  • Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way - accuracy over scale
  • Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams
  • Lead other leaders with empathy and accountability across multiple regions, languages, and cultures

What Sets You Up for Success:

  • 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders
  • Bachelor's degree or equivalent experience in hospitality, business, or technology
  • Experience scaling a high-volume support function through significant change or transformation
  • Excellent crisis management and escalation handling with confident cross-functional alignment across Product, Onboarding, and Account Management
  • A bias toward fixing root causes - you challenge process that creates unnecessary work and prove a fix by hand before automating it
  • Experience leading distributed teams across multiple regions, languages, and cultures

Bonus Skills to Stand Out :

  • Senior leadership experience managing managers across multiple regions
  • Advanced degree in Hospitality or Business
  • Experience standing up a customer recovery or save motion for at-risk accounts

Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $180,000 - $190,000 USD (The salary is only for US-based candidates). Please note that we maintain high flexibility, and packages above this range will be considered.

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