Customer Support Coach

Customer Support Coach role at Cloudbeds. 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.

Responsibilities

Assist and support existing customers (hotel properties) daily in the use of the 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; Create training materials, update support resources, and stay ahead of system updates

Requirements

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); Previous experience in customer service or similar is a plus; Native or fluent in English and Spanish and/or Portuguese; 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; Must be currently authorized to work in the location where the position is located without requiring visa sponsorship

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