Customer Support Coach

About the role

As a Customer Support Coach, you will act as a voice and advocate for hotel partners by providing exceptional support and resolving inquiries. You will troubleshoot issues, foster strong client relationships, and contribute to the future of the platform by sharing feedback and creating training resources. This role is part of a dynamic, fully remote global team dedicated to delivering high-quality service across multiple communication channels.

Responsibilities

• Assist and support existing hotel property 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 with empathy to drive loyalty, retention, and software adoption
• Gather customer feedback and requirements for future software releases
• Use training materials and attend company-wide online training sessions to stay updated on system changes

Required skills

• Customer Support
• Troubleshooting
• English
• Spanish
• Communication skills
• Problem-solving
• Emotional intelligence
• Learning agility

Nice to have

• Portuguese

Qualifications

• 1+ years of hospitality experience in hotels, hostels, or BNBs
• 2+ years of proven experience in the area
• A compatible graduation course

Benefits

• Remote First work environment
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays
• Fully Paid Parental Leave
• Home office stipend
• Professional development courses in Cloudbeds University
• Access to professional development

About the Company

Cloudbeds is a provider of hotel management software that powers properties across 150 countries. Founded in 2012, the company is recognized for its AI-powered solutions and has been named a Deloitte Technology Fast 500 winner and a Most Loved Workplace.