Onboarding Coach

Summary

Join Cloudbeds' Customer Onboarding Team as a Whistle Onboarding Coach and play a vital role in helping our clients implement and tailor our messaging platform, Whistle. You will facilitate client onboarding, training, and support through various channels, resolve customer inquiries, and build strong client relationships. This position requires experience in hospitality and customer-facing roles. Cloudbeds offers a remote-first work environment and various benefits, including paid parental leave, professional development opportunities, and a home office stipend.

Requirements

• Bring over 1 year of hospitality experience in roles like Front Desk or Revenue Manager
• Have at least 2 years of relevant industry experience in customer-facing roles

Responsibilities

• Facilitate client onboarding, training, and ongoing support via video, phone, and email
• Resolve customer inquiries and troubleshoot escalated issues across multiple channels
• Partner with Sales to define success, demonstrate ROI, and drive retention
• Build strong client relationships to encourage loyalty and promote product adoption
• Develop a deep understanding of Cloudbeds’ products and customer needs
• Contribute to training materials and stay updated on system changes
• Record activities in Salesforce, gather feedback, and share insights for product improvements
• Communicate product offerings clearly and synthesize feedback for internal teams
• Share customer insights and opportunities across departments to drive alignment
• Manage multiple projects or accounts with strong organizational and proactive skills
• Empower clients to become self-sufficient during onboarding and beyond
• Deliver exceptional communication with empathy and a customer-focused approach

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