At Cloudbeds, we’re transforming the hospitality industry with our cutting-edge platform that powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform their operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. Our team of 650+ global professionals is committed to delivering exceptional customer experiences and continuous learning, growth, and innovation.
As a Customer Support Coach, you will be the voice of our customers and advocate for their needs. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You’ll also play a key role in creating training materials, updating support resources, and staying ahead of system updates. This role is an excellent opportunity to join a dynamic, fully remote team of 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone.
Qualifications:
- 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles
- Previous experience in customer service or similar is a plus
- Native or Fluent in English and Spanish, Portuguese is a plus.
- Excellent communication skills and a positive attitude
- Excellent problem-solving skills and emotional intelligence
- Great levels of learning agility
- A compatible graduation course or more than 2 years of proven experience in the area
- Skill with computers and systems
- Excellent internet/wifi connection
Responsibilities:
- Assist and support our existing customers (hotel properties) daily in the use of our software
- Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers
- Troubleshoot and make outbound calls for escalated issues
- Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.
- Gather customers' feedback and requirements for future releases of the software
- Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates
Requirements:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays - enjoy an extra-long weekend every month
- 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
At Cloudbeds, we’re not just building software, we’re transforming hospitality. Join our team of redefining what’s possible in the industry and be part of something extraordinary. For more information, visit cloudbeds.com.
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