Customer Support Coach – Integrations

This is a fully remote position, open to applicants in Thailand.

📋 Description

• Act as the subject matter expert and primary point of escalation for MecX Tech integrations, particularly for Carmen Accounting and TM30 Immigration reporting.

• Analyze intricate integration failures utilizing logs, API tools, and structured troubleshooting methods to determine root causes.

• Monitor TM30 submission success rates and minimize failures before they pose regulatory risks.

• Collaborate with Onboarding and Sales teams to ensure accurate configuration of new properties within Carmen and TM30.

• Mentor and train Support agents through training sessions, decision trees, troubleshooting manuals, and ticket shadow reviews.

• Promote the use of AI and modern tools to streamline diagnostic tasks.

• Coordinate with development and integration partners to triage issues, maintain issue logs, and pursue resolutions.

• Transform recurring field issues into bug reports and product feedback, advocating for the Thai market.

• Monitor fixes through release cycles.

• Maintain searchable knowledge-base documentation in both Thai and English.

• Track and report on integration health metrics, including ticket volume, resolution time, escalation rates, and error rates.

⛳️ Requirements

• A minimum of 3 years in a technical support, integrations support, or implementation position.

• Proficient in reading API documentation, interpreting JSON/XML payloads, analyzing logs, and utilizing tools such as Postman.

• Background in hotel operations or hospitality technology, including PMS, channel management, POS, or hotel back-office/accounting systems.

• Understanding of night audit, revenue posting, and hotel day-closing procedures.

• Native or business-fluent in Thai.

• Strong command of professional English, both written and verbal.

• Capability to teach, mentor, and elevate peers.

• High emotional intelligence and a composed approach when addressing customer challenges or frustrations.

• Accountable, data-driven, and detail-oriented.

• Familiarity with tools such as Zendesk, Jira, Salesforce, or similar platforms.

• Comfortable with AI and quick to learn new software.

• Ability to work effectively with diverse cultures across various time zones.

• Must be authorized to work in Thailand without requiring visa sponsorship.

• Bonus: Experience with Carmen Software or similar hotel back-office/accounting platforms, TM30/Thai Immigration reporting, partnerships with Thai hospitality technology providers, hospitality degree or hotel operations background, SQL, Python, Mandarin, Japanese, or Bahasa.

🏝️ Benefits

• Remote First, Remote Always.

• PTO in compliance with local labor regulations.

• Fully Paid Parental Leave.

• Home office stipend based on the country of residency.

• Professional development opportunities through Cloudbeds University.

• Access to professional growth resources, including management training, upskilling, and knowledge transfer.