Cloudbeds is hiring a
Customer Support Lead in Worldwide

Summary

The job is for a Customer Support Lead at Cloudbeds, a global provider of hospitality software solutions. The role involves leading and managing customer support teams, ensuring team efficiency, and providing exceptional customer service. The position requires at least two years of experience in a customer support supervisor role or similar, excellent communication skills, strong coaching and people development skills, and familiarity with Zendesk or similar ticketing platforms.

Requirements

• Minimum of two years experience in a customer support supervisor role or similar
• Familiarity with customer support operations in a fast-paced SaaS environment
• Excellent communication skills (written and oral in English) and interpersonal skills
• Must possess excellent customer service skills and problem-solving skills
• Strong coaching and people development skills
• Experience with Zendesk or similar ticketing platforms

Responsibilities

• Lead and manage frontline customer support teams
• Monitor team KPIs to ensure team members' efficiency, accuracy, and effectiveness across all customer access channels (eg. chat, email, phone etc)
• Manage escalations from customers, internal teams, and leadership, and plays proactively during system outages to coordinate resolution efforts and minimize impact on customer experience
• Demonstrate expert knowledge of the Cloudbeds suite of products with the ability to troubleshoot, identify, and escalate possible bugs and issues through the JIRA platform
• Conduct 1:1 meetings with team members, as well as be responsible for ongoing career development and continuous learning
• Ensure team staffing levels are balanced to meet service goals and volume in day to day operations
• Provide suggestions and take ownership of projects to improve department processes and efficiency
• Be an active participant in providing exceptional customer service with every interaction by assisting the customer support team in quickly resolving customer issues, identifying and participating in quickly and effectively de-escalating situations, and proactively following up on customer feedback
• Collect and provide training recommendations and feedback for enhanced working knowledge of support coaches
• Conduct an advanced level of training for internal needs
• Promote a positive team/work environment and exhibit strong leadership qualities
• Follow up on customer’s satisfaction feedback, providing constructive feedback to support coaches, and offering strategic suggestions to enhance overall team performance and improve customer satisfaction metrics
• Assist in the hiring process by participating in interviews, evaluating candidates, and providing input on hiring decisions to build a high-performing customer support team

Preferred Qualifications

• Experience in hospitality/tourism is preferred
• Excellent internet/Wi-Fi connection
• Spanish and/ or Portuguese is a plus

Benefits

• Open vacation policies
• Free LinkedIn Learning
• Remote work, flexible hours