Customer Support Coach

Cloudbeds is the leading platform redefining the concept of PMS for the hospitality industry, serving tens of thousands of properties in more than 150 countries worldwide. Built from the ground up to be masterfully unified and scalable, the award-winning Cloudbeds Platform brings together built-in and integrated solutions that modernize hotel operations, distribution, guest experience, and data & analytics. 

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. We are engineers and designers, hotel managers and travel agents, and experts on everything from big data to e-commerce to compliance. The Cloudbeds team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges. 

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values and tenets that allow our team to thrive. This means we:

• Embrace Remote First, Remote Always culture
• Hire the best people around the world; 
• Prioritize our customers and results over titles
• Foster an inclusive culture that celebrates bold thinking and diverse perspectives; 
• Offer open vacation time, flexible paid holidays, and company-wide mental health days;
• Provide access to professional development, including manager training, upskilling and knowledge transfer

What You Will Do:

• Assist and support our existing customers (hotel properties) daily in the use of our software in English and Spanish and/or Portuguese
• Resolve customers' complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Troubleshoot and make outbound calls for escalated issues when necessary
• Cultivate and maintain an excellent relationship with customers to build client loyalty/retention and promote increased usage and adoption of the software
• Gather customers' feedback and requirements for future releases of the software
• Use training materials to keep up-to-date with the latest system's updates
• Help create new tutorials as needed by contributing content to the database of support articles
• Attend company-wide online training sessions

Key Competencies include:

• Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients
• Able to lead to multiple personality types
• Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you. 
• Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
• The ability to multitask and cope with change, in a fast-paced working environment
  
  

You’ll Succeed With: 

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles
• Previous experience in customer service or similar is a plus
• Native or Fluent in English
• Native or fluent Spanish is required. Proficiency in Portuguese is not required but considered a plus
• Excellent communication skills and a positive attitude
• Excellent problem-solving skills and emotional management
• Great levels of learning agility
• Compatible graduation course or more than 2 years of proven experience in the area
• Skill with computers and systems
• Excellent internet/wifi connection
• Note: This is a remote position that can be done anywhere

*ATTENTION: PLEASE SEND YOUR CV IN ENGLISH!*

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out! 

• Best Places to Work | HotelTechReport (2018-2023)
• Best PMS | HotelTechReport (2021-2023)
• Technology Fast 500 | Deloitte (2023)
• Most Loved Workplace® Certified (2024)
• Fastest Growing Companies | Inc. 5000 (2022)
• Best Startup Employers | Forbes (2022)
• Best Remote Companies to Work | BuiltIn (2022)

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 accomodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.