Cloudbeds is hiring a
Customer Support Coach in

Summary

The job involves assisting Cloudbeds customers in the use of their software, resolving complaints/questions, troubleshooting issues, cultivating customer relationships, gathering feedback, keeping up-to-date with system updates, and contributing to support articles and training sessions. The ideal candidate has 1+ years of hospitality experience, previous customer service experience is a plus, and fluency in English is required with Spanish or Portuguese as a plus.

Requirements

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles
• Native or Fluent in English

Responsibilities

• Assist and support our existing customers 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

Preferred Qualifications

• Previous experience in customer service or similar is a plus
• Native or fluent Spanish and/or Portuguese is a plus

Benefits

Flexible working schedules with an open Paid Time Away policy