Customer Support Coach - NORAM

<div class="content-intro"><p>𝗪𝗵𝗮𝘁 𝗠𝗮𝗸𝗲𝘀 𝗖𝗹𝗼𝘂𝗱𝗯𝗲𝗱𝘀 𝗨𝗻𝗶𝗾𝘂𝗲</p> <p>At <a href="https://www.cloudbeds.com/">Cloudbeds</a>, we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.</p></div><p><span style="color: rgb(38, 28, 10);"><strong>How You'll Make an Impact:</strong></span></p> <p><span style="color: rgb(0, 0, 0);">As a <strong><span style="color: rgb(38, 28, 10);">Customer Support Coach</span>,</strong> 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.</span></p> <p><span style="color: rgb(38, 28, 10);"><strong>Our Customer Support Team:</strong></span></p> <p><span style="color: rgb(0, 0, 0);">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!</span></p> <p><span style="color: rgb(38, 28, 10);"><strong>What you bring to the Team:</strong></span></p> <ul> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Assist and support our existing customers (hotel properties) daily in the use of our software</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Troubleshoot and make outbound calls for escalated issues</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Gather customers' feedback and requirements for future releases of the software</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates</span></li> </ul> <p><span style="color: rgb(38, 28, 10);"><strong>What Sets You Up for Success:&nbsp;</strong></span></p> <ul> <li style="color: rgb(0, 0, 0);">1+ years of <strong>hands-on, front-of-house hospitality operations experience at a hotel or resort</strong> — Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar role at a quality property. (Airline, event, or food &amp; beverage-only experience does not meet this requirement.)</li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Previous experience in customer service or similar is a plus</span></li> <li style="color: rgb(0, 0, 0);">Spanish and/or Portuguese fluency is a plus, but not required</li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Excellent communication skills and a positive attitude</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Excellent problem-solving skills and emotional intelligence</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Great levels of learning agility</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">A compatible graduation course or more than 2 years of proven experience in the area</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Skill with computers and systems</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Excellent internet/wifi connection<br></span></li> </ul> <p><span style="color: rgb(0, 0, 0);"><strong>Compensation:</strong> Depending on your skills and experience, you can expect your annual compensation to be between $55,000 and $77,000 USD (<em>the salary is only for US-based candidates)</em>.</span></p> <p>#LI-DL1</p><div class="content-conclusion"><p>&nbsp;</p> <p>𝗪𝗼𝗿𝗸 𝗔𝘂𝘁𝗵𝗼𝗿𝗶𝘇𝗮𝘁𝗶𝗼𝗻: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.</p> <p>&nbsp;</p> <p>𝗪𝗵𝗮𝘁 𝘁𝗼 𝗘𝘅𝗽𝗲𝗰𝘁 - 𝗬𝗼𝘂𝗿 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝘄𝗶𝘁𝗵 𝗨𝘀</p> <p>Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.</p> <p>&nbsp;</p> <p>Learn more online at <a href="https://www.cloudbeds.com/">cloudbeds.com</a></p> <p>&nbsp;</p> <p>𝗖𝗹𝗼𝘂𝗱𝗯𝗲𝗱𝘀 <a href="https://www.cloudbeds.com/press/?press_type=company-news&amp;news_category=awards">𝗔𝘄𝗮𝗿𝗱𝘀</a>:</p> <ul> <li>Winner – Hotel Management Software | HotelTechAwards (2026)</li> <li>Overall 10 Best Places to Work | HotelTechAwards (2026)</li> <li>Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)</li> <li>Finalist – Property Management Systems (PMS) &amp; Channel Managers | HotelTechAwards (2026)</li> <li>Most Loved Workplace® Certified (2024)</li> <li>Deloitte Technology Fast 500 (2024)</li> </ul> <p>&nbsp;</p> <p>𝗗𝗶𝘀𝗰𝗼𝘃𝗲𝗿 𝗼𝘂𝗿 𝗕𝗲𝗻𝗲𝗳𝗶𝘁𝘀:</p> <ul> <li>Remote First, Remote Always</li> <li>PTO in accordance with local labor requirements</li> <li>Fully Paid Parental Leave</li> <li>Home office stipend based on country of residency</li> <li>Professional development courses in Cloudbeds University</li> <li>Access to professional development, including manager training, upskilling, and knowledge transfer</li> </ul> <p>&nbsp;</p> <p>𝗘𝘃𝗲𝗿𝘆𝗼𝗻𝗲 𝗶𝘀 𝗪𝗲𝗹𝗰𝗼𝗺𝗲 - 𝗔 𝗖𝘂𝗹𝘁𝘂𝗿𝗲 𝗼𝗳 𝗜𝗻𝗰𝗹𝘂𝘀𝗶𝗼𝗻</p> <p>Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.</p> <p>&nbsp;</p> <p>Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at (858) 201-7832 or via email at <a href="mailto:accommodations@cloudbeds.com">accommodations@cloudbeds.com</a>. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.</p> <p>&nbsp;</p> <p>To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.</p> <p>#LI-REMOTE</p></div>