Customer Support Coach

The role

You will provide support to hotel customers by resolving inquiries and troubleshooting issues. You will use multiple channels to assist users and gather feedback to shape the software platform.

What you will do

• Assist and support existing hotel customers daily in the use of software
• Resolve customer inquiries via phone, email, chat, or other media
• Troubleshoot and make outbound calls for escalated issues
• Foster strong customer relationships to drive loyalty and software adoption
• Gather customer feedback and requirements for future software releases
• Use training materials and attend online training sessions to stay updated

Required qualifications

• 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort
• Native or fluent in English and Spanish and/or Portuguese
• Excellent communication skills
• Positive attitude
• Excellent problem-solving skills
• Emotional intelligence
• Great levels of learning agility
• A compatible graduation course or more than 2 years of proven experience in the area
• Skill with computers and systems
• Excellent internet/wifi connection

Nice to have

• Previous experience in customer service or similar

Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

Before you apply

• Applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship
• Cloudbeds is unable to provide sponsorship for work visas

About the company

Cloudbeds builds a platform that powers hotels across 150 countries. The company operates with a completely remote team.