Customer Support Coach

Summary

Join Cloudbeds' dynamic, fully remote Customer Support team as a Customer Support Coach! You will be the voice of our customers, providing exceptional support and troubleshooting issues across multiple channels. Your contributions will strengthen client relationships and shape the future of our platform. You will create training materials, update support resources, and stay current with system updates. This role requires 1+ years of hospitality experience and excellent communication and problem-solving skills. Cloudbeds offers a comprehensive benefits package including remote work, paid parental leave, professional development opportunities, and more.

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 intelligence
• 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
• Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Troubleshoot and make outbound calls for escalated issues
• Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption
• Gather customers' feedback and requirements for future releases of the software
• Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system's updates

Preferred Qualifications

Previous experience in customer service or similar is a plus

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