We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you? 

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. 

About the Role

This is a senior leadership role at the heart of Access Hospitality's APAC growth story. You will own the end-to-end support experience for thousands of hoteliers across the region — managing a distributed team, driving operational excellence, and leading AI and automation adoption to deliver faster, smarter, and more scalable support across Access Products.

Key Responsibilities

1.  Team Leadership & Development

• Lead, coach, and develop a distributed APAC support team (Tier 1–3) across ANZ, SEA, and India time zones
• Build succession plans, identify high-potential talent, and create structured career development pathways
• Drive a high-performance culture grounded in accountability, empathy, and continuous learning
• Conduct regular 1:1s and performance reviews with clear expectations, recognition, and development plans
• Align team goals with company OKRs in partnership with the Head of Support and senior leadership

2.  Support Operations & Process Excellence

• Own the design and continuous improvement of support processes across all APAC products
• Define tiered support structures (T1/T2/T3) with clear SLA frameworks and escalation paths
• Monitor KPIs: CSAT, First Contact Resolution (FCR), Average Resolution Time (ART), and ticket deflection
• Proactively identify service risks; drive documented mitigations and escalation protocols
• Manage and optimise the support toolstack (Zoho / Salesforce or equivalent) for accurate reporting

3.  AI, Automation & Innovation

• Champion AI and automation across the APAC support function — identify, pilot, and scale tools that improve efficiency
• Deploy AI-powered chatbots for Tier 1 deflection with 24/7 availability across key markets
• Implement AI ticket classification and routing to eliminate manual triage and reduce handle time
• Build and maintain a comprehensive knowledge base; track self-service deflection rates and close content gaps
• Evaluate and adopt emerging support AI platforms (e.g. Zendesk AI, Intercom Fin) relevant to the APAC context

4.  Reporting & Insights

• Own the APAC support reporting cadence — weekly dashboards, monthly reviews, and quarterly business reviews
• Translate support data into actionable insights; surface product feedback to Product and Engineering teams
• Build business cases for headcount, tooling, and process investments using data
• Report on AI/automation ROI: deflection rates, handle time reduction, and CSAT impact

5.  APAC Market & Customer Focus

• Develop deep understanding of APAC hospitality market dynamics across ANZ, SEA, and India sub-markets
• Manage escalations from key accounts and enterprise customers with professionalism and urgency
• Partner with Customer Success, Sales, and Implementation teams to ensure seamless customer handoffs
• Support new product rollouts (e.g. Access Evo) — ensuring the team is trained and ready ahead of launch

Experience & Skills

Experience Requirements

• 14+ years in customer support or service delivery roles
• 3–5 years in a senior people management capacity, leading distributed teams
• Background in hospitality technology, SaaS, or B2B software; familiarity with hotel operations, OTAs, or channel management strongly preferred
• Proven track record designing SLA frameworks, tiered support structures, and escalation protocols
• Hands-on experience with AI/automation in support: chatbots, ticket routing, knowledge base, or agent assist tools
• Experience owning support KPIs and presenting performance data to senior stakeholders

Core Competencies

• Leadership: Inspires teams across cultures and time zones; builds accountability without micromanagement
• Operational rigour: Process design, documentation, and continuous improvement
• Data-driven: Uses metrics to diagnose problems and measure outcomes
• AI fluency: Evaluates, implements, and champions AI tools in support contexts
• Communication: Clear and adaptable with agents, stakeholders, and enterprise customers
• Customer obsession: Keeps the hotelier experience at the centre of every decision

Tools & Platforms

• Helpdesk tools like: Zendesk, Freshdesk, or equivalent
• CRM: Salesforce or HubSpot
• Reporting: Tableau, Power BI, or native helpdesk analytics
• AI/Automation: Zendesk AI, Intercom Fin, or equivalent

What are we all about? 

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used.

With over 9,300 talented individuals driving innovation and customer excellence, we’re shaping the future of work. And we want you to be part of it. At Access, people are at the heart of everything we do. We’re committed to creating an inclusive, high-performing culture where everyone feels valued, respected, and empowered to thrive. If you’re excited about this role - even if your experience doesn’t tick every box - you might be exactly who we’re looking for.

We believe in equality for all and the transformative power of diversity. So why not join our vibrant team, where you can love what you do, love how you live, and most importantly, be authentically you?

Let’s make a difference together.

Love Work. Love Life. Be You.