Lead, SMB Onboarding, Thailand

• Show strong AI Smarts: exceptional learning agility, strategic thinking, and operational leadership skills; leverage data, AI, and technology to drive efficiency, improve team performance, and create scalable onboarding experiences
• Demonstrate your Hospitality Heart: proven ability to build trust, develop people, and lead with empathy
• 4+ years of hospitality management experience, preferably within hotels, resorts, hotel groups, or hospitality management companies
• 2+ years of experience in strategic, project management, implementation, onboarding, customer success, or operational leadership roles
• Demonstrate success leading and influencing others through coaching, mentorship, stakeholder management, and cross-functional collaboration
• Show expertise in hospitality operations, including front office, reservations, revenue management, guest services, distribution, and property management systems
• Willingness and ability to travel occasionally to customer locations, as business needs require, to provide on-site support during implementations, go-lives, and other critical customer engagements
• Demonstrate strong leadership and communication skills, with the ability to motivate teams, manage competing priorities, navigate complex customer situations, and drive alignment across multiple stakeholders
• Build strong cross-functional relationships and effectively partner with leaders across Professional Services, Sales, Account Management, Customer Success, Product, Support, and Operations to drive customer outcomes and continuous improvement
• Bring a continuous improvement mindset, using customer feedback, operational metrics, and team insights to improve processes, performance, and customer outcomes
• Communicate effectively across all levels of the organization, building trusted relationships with team members, customers, and cross-functional stakeholders
• Excellent presentation and facilitation skills, with the ability to confidently engage audiences ranging from frontline operators to executive stakeholders, deliver impactful training, and communicate complex concepts in a clear and compelling manner
• Comfortable working cross-functionally in a fast-paced, remote-first environment while balancing people leadership, operational priorities, and customer outcomes
• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship

Customer Onboarding Team

A fully remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships and ensuring our customers feel confident and supported from day one.