Advanced Support Lead

Summary

Join Cloudbeds, a leading hospitality platform, as an Advanced Support Lead! In this vital role, you will mentor a global team of specialists, resolve complex technical issues, and manage resource allocation. You will collaborate with cross-functional teams to improve efficiency and client satisfaction. This position requires 1-2 years of leadership experience, strong technical troubleshooting skills, and familiarity with hospitality technology. Cloudbeds offers a remote-first culture, flexible working schedules, open Paid Time Away, and opportunities for professional development.

Requirements

• 1–2 years of leadership or management experience (Lead or higher)
• Strong technical troubleshooting skills across software
• Familiarity with hospitality technology solutions, such as property management systems or guest experience platforms
• Proficiency in Zendesk
• Experience using Slack for communication and collaboration
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences
• A customer-focused mindset and a passion for delivering exceptional support experiences
• Strong problem-solving, organizational, and decision-making abilities
• Alignment with Cloudbeds' core values (e.g., Grit, Kaizen, Positive Intent, Mop Bucket Attitude)

Responsibilities

• Lead and mentor a global team of Advanced Support Specialists, including career development, coaching, and regular feedback
• Act as an escalation point for resolving complex technical issues, including troubleshooting software, hardware, and network problems
• Manage resource allocation and scheduling, ensuring appropriate coverage for shifts and time-off requests
• Collaborate with cross-functional teams to identify and address trends, implement new processes, and improve overall efficiency
• Oversee the pilot implementation process for new initiatives, coordinating with product teams and customers
• Conduct team meetings, one-on-ones, and performance reviews to align on goals and support team success
• Contribute to the development and refinement of department processes as the company and market evolve
• Occasionally work shifts over weekends and holidays to ensure team coverage and support continuity

Preferred Qualifications

• Familiarity with GSuite applications
• Knowledge of Jira or Atlassian tools
• Basic knowledge of HTML, CSS, XML, JavaScript, SQL, JSON, and API architecture
• Proficiency in Spanish and/or Portuguese

Benefits

• Flexible working schedules
• Open Paid Time Away policy
• Opportunity to travel and work remotely
• Access to professional development, including manager training, upskilling and knowledge transfer