Customer Support Coach

Job Description

Cloudbeds is seeking a Customer Support Coach to be the voice and advocate for customers. This role involves providing exceptional support by resolving questions and troubleshooting issues across multiple channels, ensuring a seamless experience for hotel partners. The Customer Support Coach will strengthen client relationships, promote software adoption, and shape the future of the platform by sharing valuable feedback. They will also create training materials, update support resources, and stay ahead of system updates.

The Customer Support Team is a dynamic, fully remote team of over 60 global professionals. They are united by their goal of delivering exceptional customer experiences across live chat, email, and phone. The team prides itself on its supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything they do.

Role Involves:

• Assisting and supporting existing customers (hotel properties) daily in the use of our software
• Resolving customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Troubleshooting and making outbound calls for escalated issues
• Fostering strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.
• Gathering customers' feedback and requirements for future releases of the software
• Using training materials and attend company-wide online training sessions to keep up-to-date with the latest system's updates

Requirements:

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles
• Previous experience in customer service or similar is a plus
• Native or Fluent in English and Spanish, Portuguese is a plus.
• 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

Cloudbeds Offers:

• 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.