Onboarding Coach (Remote)

Job Description

Cloudbeds, a company transforming hospitality with its intelligent 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.What This Role Involves:

• Onboarding, training, and ensuring the overall success of clients via video conferencing, phone, and email.
• Assisting and supporting existing customers (hotel properties) daily in using 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 and promote software usage.
• 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 roles.
• Experience in hospitality/tourism.
• Fluent English and Tagalog.
• 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.

What Cloudbeds Offers:

• Remote-first work environment.
• PTO in accordance with local labor requirements.
• Corporate apartment accommodations for team member use.
• Full paid parental leave.
• Home office stipend based on country of residency.
• Professional development courses in Cloudbeds University.
• Access to professional therapy and coaching.
• Access to professional development, including manager training, upskilling, and knowledge transfer.