Onboarding Coach

Job Description

Cloudbeds, a company transforming hospitality with its cloud-based platform, is seeking an Onboarding Coach. This remote role involves supporting customers and internal teams with billing inquiries and ensuring customer success with the Cloudbeds platform.Responsibilities:

• Onboarding, training, and ensuring the overall success of clients via video conferencing, phone, and email.
• Assisting existing customers (hotel properties) daily in using the software in English and other languages.
• Partnering with Sales to define and achieve customer success criteria and demonstrate ROI.
• Resolving customer complaints/questions via phone, email, chat, or other media.
• Answering product and service questions via the email ticketing system.
• Troubleshooting and making outbound calls for escalated issues and onboarding calls.
• Using training materials to stay up-to-date with system updates.
• Attending company-wide online training sessions.
• Acting as a trusted advisor and subject matter expert to customers.
• Utilizing customer service skills to resolve client inquiries and understand client needs.
• Cultivating and maintaining excellent client relationships to build loyalty/retention.
• Developing a deep understanding of customer business drivers and operational goals.
• Gathering client feedback and requirements for future software releases.
• Entering critical support and activity notes in Salesforce.
• Creating and/or translating new tutorials by contributing content to the support article database.

Requirements:

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar.
• Experience in hospitality/tourism.
• Fluent English.
• Fluent in Spanish and/or Portuguese, French, Italian is a plus.
• Problem-solving skills and emotional management.
• Compatible graduation course (completed).
• More than 2 years of proven experience in the area.
• Skill with computers and systems.
• Excellent internet/wifi connection.

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.