Onboarding Coach

Summary

Join Cloudbeds as a Whistle for Cloudbeds 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. This role requires strong communication, problem-solving, and client relationship-building skills. You will work closely with the Customer Onboarding Team to ensure a seamless onboarding experience. The position requires at least one year of hospitality experience and two years of customer-facing experience. Cloudbeds offers a remote-first work environment with various benefits, including paid parental leave, a home office stipend, and professional development opportunities.

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

Preferred Qualifications

• English, Portuguese, Spanish, Thai or Tagalog
• Project Management certification

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