Advanced Support Payments - Cloudbeds

What Makes Cloudbeds Unique

At Cloudbeds, we're not just building software, we’re transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges.

How You'll Make an Impact

As an Advanced Support Coach for Payments, you'll be the go-to expert for CB Pay issues: chargebacks, payouts, disputes, and reconciliation, the kind of cases where real money, and real trust, are on the line. You won't just be reactive: you'll also help hoteliers get set up for success with payments from day one through proactive onboarding and enablement. You'll be a product advocate too, feeding what you learn from real payment issues back to our product team so the next customer doesn't hit the same wall. This role sits at the intersection of hospitality, fintech, and genuine customer care.

What You Bring to the Team

• Serve as the advanced point of contact for CB Pay issues, including chargebacks, payouts, disputes, and reconciliation
• Proactively support hoteliers through payments onboarding and enablement
• Investigate and resolve complex payment issues, working through incomplete or unclear information
• Act as a product advocate, feeding payments feedback back to Product and Engineering
• Educate customers on payments best practices to reduce future disputes and chargebacks
• Track and report on case outcomes and payments-related trends

What Sets You Up for Success

• Hospitality operations experience, ideally with a track record of growth in the role
• A few years of experience in payments or fintech
• Comfortable working with numbers and reporting
• Strong problem-solving skills, able to dig deep into complex, technical payment issues
• Excellent written and verbal communication skills

Bonus Skills to Stand Out (Optional)

• Knowledge of PCI compliance and chargeback rules
• Fluency in Spanish or Portuguese