Customer Support Coach

How You'll Make an Impact:

• As a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support.
• By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners.
• Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback.
• You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team.

Our Customer Support Team:

Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!

What You Bring to the Team:

• Assist and support our existing customers (hotel properties) daily in the use of our software
• Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Troubleshoot and make outbound calls for escalated issues
• Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.
• Gather customers' feedback and requirements for future releases of the software
• Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates

What Sets You Up for Success:

• 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort — Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar role at a quality property. (Airline, event, or food & beverage-only experience does not meet this requirement.)
• Previous experience in customer service or similar is a plus
• Excellent communication skills and a positive attitude
• Excellent problem-solving skills and 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

Discover our Benefits:

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• 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