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Onboarding Coach
What Makes Us 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.
Together we're on a mission to power every property in the world, and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar Onboarding Coaches.
As an Onboarding Coach you will support customers and internal teams in terms of all general billing questions. As an Onboarding Coach, you will make our company motto of “more reservations, happier guests” a reality by providing outstanding support to our customers around the world.
*PLEASE SUBMIT YOUR APPLICATION AND CV IN ENGLISH*
Location: Remote
Time zone: 9am UTC - 7pm UTC
What You Will Do:
- Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform through video conferencing, phone calls and emails
- Follow up with new accounts and assist with the onboarding process
- Assist and support our existing customers (hotel properties) daily in the use of our software in English and other languages.
- Partner and work closely with Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite.
- Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers.
- Answer product and service questions via our email ticketing system
- Troubleshoot and make outbound calls for escalated issues and onboarding calls
- Use training materials to keep up-to-date with the latest system updates
- Attend company-wide online training sessions
- Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products.
- Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions.
- Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software.
- Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives.
- Gather client feedback and requirements for future releases of the software.
- Enter critical support and activity notes in salesforce
- Help create and/or translate new tutorials as needed by contributing content to the database of support articles
Key Competencies Include:
- Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to customers and key stakeholders.
- Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
- Project Management and Collaboration: Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
- Ability to manage multiple projects/customer accounts with varying processes at once.
- Can proactively and positively empower the client to work as independently as possible.
- Able to lead to multiple personality types and stakeholders through onboarding.
- Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.
You’ll Succeed With:
- 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles
- Experience in hospitality/tourism
- Communication skills and a positive attitude
- Fluent English
- Fluent in Spanish and/or Portuguese, French, Italian is a differential and a plus
- Problem-solving skills and emotional management
- Compatible graduation course (completed)
- More than 2 years of proven experience in the area
- Skill with computers and systems
- Excellent internet/wifi connection
- Note: This is an entry-level position
- Note: This is a remote position that can be done from home
What to Expect - Your Journey with Us
Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn more online at cloudbeds.com
Company Awards to Check Out!
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice(2024)
- Deloitte Technology Fast 500 (2024)
Discover our Benefits:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- 2 corporate apartment accommodations for team member use for free (San Diego & São Paulo)
- Full Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access provided to professional Therapy and Coaching
- 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 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.
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