Customer Support Coach - Cloudbeds

About Cloudbeds

At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. We do this with a completely remote team, building AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024.

The Role: Customer Support Coach

As a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners. This is a fully remote position based in Latin America.

How You'll Make an Impact

• Strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback.
• Play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team.

What You'll Bring to the Team

• 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.

What Sets You Up for Success

• 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort — Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar role at a quality property. (Airline, event, or food & beverage-only experience does not meet this requirement.)
• Previous experience in customer service or similar is a plus.
• Native or fluent in English and Portuguese.
• 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.

Our Customer Support Team

Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do.

Work Authorization

Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

Diversity & Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We are committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed, please contact our HR team by phone at (858) 201-7832 or via email at accommodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.