Onboarding Coach (Remote)

Job Description

Cloudbeds is seeking an Onboarding Coach to support customers and internal teams with billing questions. The Onboarding Coach will make "more reservations, happier guests" a reality by providing outstanding support to customers worldwide.

Responsibilities:

• Onboarding, training, and ensuring the overall success of clients using the Cloudbeds platform.
• Assisting and supporting existing customers (hotel properties) daily in the use of the software.
• Partnering with Sales to define and achieve customer success criteria and ensure customer renewal.
• 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 as needed.

Requirements:

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar.
• Experience in hospitality/tourism.
• Fluent English and Thai.
• 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.