Customer Support Coach

Summary

Join Cloudbeds' dynamic, fully remote Customer Support team and become the voice of our customers. As a Customer Support Coach, you will resolve customer inquiries, troubleshoot issues, and foster strong client relationships. You will contribute to creating training materials and updating support resources, ensuring a seamless experience for our hotel partners. Your role will involve gathering customer feedback and using it to shape future software releases. This position requires 1+ years of hospitality experience and excellent communication and problem-solving skills. Cloudbeds offers a supportive and collaborative work environment with various benefits, including remote work, paid 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
• Fluent or Professional Thai Speaker
• 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