Customer Support Coach

Summary

Join Cloudbeds, a leading hospitality platform, as a Customer Support Representative! In this remote role, you will provide daily assistance to hotel clients using our software in English and Spanish/Portuguese. You will resolve customer inquiries, troubleshoot issues, and build strong client relationships. Your responsibilities include gathering customer feedback, updating training materials, and contributing to our support articles. Cloudbeds offers a flexible, remote-first culture with open paid time away and opportunities for professional development. We are looking for candidates with hospitality experience, excellent communication skills, and problem-solving abilities.

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
• 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

Responsibilities

• 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

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