Note: The job is a remote job and is open to candidates in USA. Cloudbeds provides hospitality management software that helps hotel properties streamline operations and improve their commercial strategy. The Customer Support Coach supports hotel customers by resolving inquiries, troubleshooting software issues, strengthening customer relationships, gathering feedback, and maintaining training and support resources.
Responsibilities
- Assist and support our existing customers (hotel properties) daily in the use of our 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
Skills
- • 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles
- • Native or Fluent in English and Spanish, Portuguese is a plus
- • 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
- • Previous experience in customer service or similar is a plus
- • Native or Fluent in English and Spanish, Portuguese is a plus
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
Company Overview