Manager, Customer Support - LATAM

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.

How You'll Make an Impact

As a Customer Support Manager for Latin America (LATAM), you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision — because you understand what it means for a property when their technology isn't working.

What You Bring to the Team

• Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work.
• Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy.
• Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly.
• Champion a culture where the team takes ownership of outcomes and customers feel the difference — including picking up the phone when that's what it takes to resolve an issue.
• Leverage Cloudbeds' AI tools to improve team efficiency and help your team work smarter.
• Use customer feedback and ticket trend data to identify what isn't working and fix it structurally.
• Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale.
• Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth.

What Sets You Up for Success

• Significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. (Firm requirement)
• 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture.
• Strong technical aptitude and learning agility — troubleshoot independently and thrive in fast-paced environments.
• Exceptional communication and interpersonal skills — comfortable engaging directly with customers at all levels in high-stakes situations.
• Fluent in English and Spanish (Required). Portuguese is a strong additional plus.

Benefits

• Remote-first work culture
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses via Cloudbeds University and manager training