Customer Support Coach

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Cloudbeds

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

✈️ Travel

📦 Logistics

📣 Marketing

💰 $150M Series D on 2021-11

Travel • Logistics • Marketing

Cloudbeds is a comprehensive hospitality management software platform that provides a unified solution for managing all aspects of property operations. It includes features such as property management systems (PMS), payment processing, guest communication and experience management, revenue and analytics, distribution and marketing tools, and pricing intelligence. Cloudbeds aims to streamline operations, increase revenue, and enhance the guest experience for hotels, hostels, short-term rentals, and other lodging businesses. The platform integrates with various partners through an open API, offering flexibility and customization to meet the specific needs of diverse hospitality properties. With a focus on modernizing and automating processes, Cloudbeds is trusted by tens of thousands of properties worldwide for efficient and effective hospitality management.

📋 Description

• Assist and support existing hotel-property customers daily in using Cloudbeds software in English and Spanish and/or Portuguese • Resolve customer complaints and questions via phone, email, chat, or other support media • Troubleshoot and make outbound calls for escalated issues when necessary • Build customer relationships to support loyalty, retention, usage, and software adoption • Gather customer feedback and requirements for future software releases • Use training materials to stay current with system updates • Help create tutorials and contribute content to the support-article database • Attend company-wide online training sessions

🎯 Requirements

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar, including Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles • Previous customer service or similar experience is a plus • Native or fluent in English • Native or fluent Spanish and/or Portuguese is a plus • Excellent written and verbal communication skills • Strong empathy, emotional intelligence, and emotional management • Excellent problem-solving skills • Ability to multitask and cope with change in a fast-paced environment • Highly organized, proactive, self-starter, and team player • Compatible graduation course or more than 2 years of proven experience in the area • Skill with computers and systems • Excellent internet/Wi-Fi connection • CV must be submitted in English

🏖️ 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