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 troubleshooting issues. You will strengthen client relationships, promote software adoption, and contribute to the future of the platform by sharing customer feedback. Additionally, you will play a key role in creating training materials and staying current with system updates to ensure a seamless experience for our users.

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
• Hospitality experience

Qualifications

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar roles
• Compatible graduation course or more than 2 years of proven experience in the area

Benefits

• Remote First work environment
• PTO
• Monthly Wellness Fridays
• Fully Paid Parental Leave
• Home office stipend
• Professional development courses
• Manager training
• Upskilling and knowledge transfer

About the Company

Cloudbeds is a leading provider of hotel management software, powering properties across 150 countries with an intelligently designed platform. Founded in 2012, the company operates as a fully remote team of over 650 employees across 40+ countries, dedicated to transforming the hospitality industry through innovation and AI-powered solutions.