Customer Support Coach at Cloudbeds

Cloudbeds is transforming the hospitality industry with a unified platform that powers hotels across 150 countries. We are a completely remote team, building AI-powered solutions to solve hoteliers' biggest challenges. Since 2012, we've been recognized for excellence, including top honors at the 2026 HotelTechAwards.

The Role

As a Customer Support Coach, you will be the voice and advocate for our customers, providing exceptional support to our hotel partners. You'll resolve questions and troubleshoot issues across multiple channels, ensuring a seamless experience. Your contributions will strengthen client relationships, promote software adoption, and help shape the future of our platform by sharing valuable feedback.

How You'll Make an Impact

• Provide exceptional support to hotel partners, acting as their advocate.
• Resolve questions and troubleshoot issues across multiple channels.
• Strengthen client relationships and promote software adoption.
• Shape the future of our platform by sharing valuable customer feedback.
• Create training materials and update support resources.
• Stay ahead of system updates to ensure continuous support excellence.

Our Customer Support Team

Join a dynamic, fully remote team of over 60 global Customer Support professionals. We are united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on a supportive, diverse, and collaborative culture that values continuous learning, growth, and innovation. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!

What You'll Do (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 Cloudbeds uses.
• 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 (Requirements)

• 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort (e.g., 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 Thai.
• 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.

Discover our Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• 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

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.