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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities in managing customer support teams, with a focus on performance metrics, technical troubleshooting, and continuous improvement. Proficient in utilizing support tools and data analysis to enhance customer experience and operational efficiency.
Highest-signal resume keywords
People Management ExperienceTechnical Troubleshooting SkillsZendesk ProficiencyCustomer Communication SkillsAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementTechnical SupportCoachingKPI MonitoringProcess ImprovementConflict ResolutionEscalation ManagementData AnalysisCustomer Satisfaction MetricsWorkload Management
Soft Skills
LeadershipInterpersonal SkillsOrganizational SkillsPrioritization SkillsContinuous Improvement Mindset
Tools & Technologies
ZendeskJIRAAI ToolsAutomation Tools
Industry Keywords
Customer SupportSaaSTechnical SupportCustomer ExperienceThai Market
About the role
Key responsibilities & impact- Lead, coach, and develop Thailand Customer Support Coaches serving the Thai market across tickets, phone calls, and live chat
- Build and maintain a high-performing Support team through 1:1s, performance reviews, coaching, professional development planning, and feedback
- Monitor team KPIs including CSAT, response and resolution times, SLA performance, ticket backlog, productivity, and support quality
- Oversee daily Support operations, ticket distribution, staffing coverage, and workload management
- Manage complex customer escalations and guide technical troubleshooting, customer communication, and de-escalation
- Coordinate with global Support leadership and technical teams during system incidents or outages
- Support investigation of technical issues, bug reproduction, documentation, and escalation through JIRA or other internal tools
- Identify product knowledge gaps and deliver coaching, technical training, and learning opportunities
- Review customer satisfaction feedback, ticket quality, and recurring issues to improve coaching and customer experience
- Use Support data and customer feedback to recommend improvements and lead process improvement initiatives
- Partner with Account Management, Onboarding, Product, Engineering, and Operations to improve issue resolution and customer experience
- Leverage AI, automation, and Support tools to improve efficiency and service quality
Requirements
What you’ll need- 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 working in a fast-paced SaaS, software, or technology support environment
- Strong technical troubleshooting skills, including investigating complex customer issues and identifying possible product defects
- Experience using Zendesk or similar ticketing platforms
- Strong analytical skills and ability to interpret Support metrics
- Excellent customer communication, conflict resolution, and escalation management skills
- Communicate confidently in both Thai and English, written and spoken
- Strong leadership, coaching, and interpersonal skills
- Excellent organizational and prioritization skills
- Comfortable working independently and leading a remote team in a fast-paced, international environment
- Continuous improvement mindset and willingness to learn AI and automation tools
- Applicants must be currently authorized to work in Thailand without requiring visa sponsorship
Benefits
Comp & perks- 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