TL;DR

Customer Solutions Consultant (Mandarin & English): Providing frontline technical assistance and support for SiteMinder’s SaaS solutions with an accent on developing strong customer relationships and resolving issues in line with KPIs and SLAs. Focus on identifying root causes, simplifying technical concepts for non-technical users, and actively participating in product enhancement initiatives.

Location: Hybrid (Bangkok, Thailand)

Company

SiteMinder is the world’s leading open hotel commerce platform, innovating technology to help accommodation owners manage online bookings and find more guests.

What you will do

  • Deliver exceptional technical and analytical support via phone, email, and chat.
  • Identify customer requirements, set expectations, and resolve issues against KPIs.
  • Ensure timely resolution or escalation of cases according to SLAs.
  • Accurately log all customer issues in SiteMinder’s CRM tool (Salesforce).
  • Contribute to product development by providing innovative feedback and testing new features.
  • Stay updated with technical and feature developments.

Requirements

  • Fluency in English and Mandarin (spoken and written).
  • Technical aptitude, ideally within hospitality or hotel tech, with the ability to troubleshoot browser and connectivity issues.
  • Experience in a fast-paced, high-volume support environment with SLA/KPI targets.
  • Strong analytical mindset to quickly identify root causes and deliver effective solutions.
  • Comfortable navigating multiple systems simultaneously while staying organized and detail-focused.
  • Proactive, commercially aware, and motivated by team success.
  • Thrives in a remote or hybrid setup and takes full ownership of outcomes.
  • Flexible to work shifting schedules, including weekends and holidays.

Culture & Benefits

  • Hybrid working model (in-office & from home).
  • Equity packages for you to be a part of the SiteMinder journey.
  • Mental health and well-being initiatives.
  • Generous parental (including secondary) leave policy.
  • Paid birthday, study, and volunteering leave every year.
  • Sponsored social clubs, team events, and celebrations.
  • Employee Resource Groups (ERG) to help you connect and get involved.
  • Investment in your personal growth offering training for your advancement.