Customer Support Coach

Summary

Join Cloudbeds, a leading hospitality technology company, as a Customer Support Representative! You will provide daily assistance to hotel clients using our software, resolving their issues via various communication channels. Your responsibilities include troubleshooting, making outbound calls for escalated issues, and building strong customer relationships. You will also gather customer feedback and contribute to the creation of support materials. This is a remote position requiring excellent communication and problem-solving skills, along with hospitality or customer service experience. Cloudbeds offers a comprehensive benefits package including remote work, paid time off, parental leave, and professional development opportunities.

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 or Thai
• 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 Thai

Benefits

• Remote First
• PTO in accordance with local labor requirements
• 2 corporate apartment accommodations for employee 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
• Therapy + coaching sessions (limited per year)
• Access to professional development, including manager training, upskilling and knowledge transfer