Customer Support Coach - Cloudbeds

What Makes Cloudbeds Unique
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. And we do it with a completely remote team. Imagine working alongside global innovators to build 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, but we're just getting started.

How You'll Make an Impact

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. 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, making a lasting impact on our customers and team.

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. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!

Key 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.

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.
• Native or Fluent in Spanish/Portuguese/French/German.
• 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.

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.

Everyone is Welcome - A Culture of Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Cloudbeds is 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 to participate in the job application or interview process or to perform essential job functions, 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.