Customer Support Coach - NORAM at Cloudbeds

At Cloudbeds, we are not just building software, we are transforming the hospitality industry. Our platform powers hotels across more than 150 countries, managing billions in annual bookings. We help hoteliers optimize operations and enhance their commercial strategy with a unified platform integrated with hundreds of partners. We operate with a completely remote team of over 60 global Customer Support professionals.

As a Customer Support Coach, you will be the primary advocate and voice for our customers, ensuring they receive exceptional support. This role requires resolving inquiries and troubleshooting issues across various channels to guarantee a seamless experience for our hotel partners. Your input will be crucial in strengthening client relationships, promoting software adoption, and shaping the future of our platform through valuable feedback.

Your Role and Impact

You will be responsible for:

• Assisting and supporting existing customers, which are hotel properties, daily with the use of our software.
• Resolving customer inquiries via phone, email, chat, or any other media Cloudbeds utilizes.
• Troubleshooting issues and making necessary outbound calls for escalated matters.
• Fostering strong customer relationships with high levels of empathy to drive loyalty, retention, and increased software adoption.
• Gathering customer feedback and requirements for future software releases.
• Utilizing training materials and attending company-wide online training sessions to remain current with the latest system updates.

What Sets You Up for Success

To succeed in this role, you should meet the following criteria:

• Possess 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort. Acceptable roles include Front Desk, Night Auditor, Guest Services, Revenue Manager, or Assistant Manager at a quality property. (Note: Experience limited to airline, event, or food & beverage only does not qualify.)
• Previous experience in customer service or a similar field is a plus.
• Fluency in Spanish and/or Portuguese is a plus, but not a requirement.
• Demonstrate excellent communication skills and maintain a positive attitude.
• Exhibit excellent problem-solving skills and high emotional intelligence.
• Possess great levels of learning agility.
• Hold a compatible graduation course or possess over 2 years of proven experience in the relevant area.
• Be proficient with computers and various systems.
• Have an excellent internet and WiFi connection.

Compensation and Work Details

Compensation is competitive and dependent on your skills and experience. For US-based candidates, the annual compensation range is between $55,000 and $77,000 USD.

Work Authorization: Applicants must currently be authorized to work in the location where the position is based and may not require visa sponsorship at this time, as Cloudbeds is unable to provide sponsorship for work visas.

Your Journey with Cloudbeds

Behind Cloudbeds' innovative technology is a dedicated team redefining hospitality. We consist of over 650 team members across more than 40 countries, uniting elite engineers, AI architects, designers, hoteliers, and hospitality veterans to solve complex industry challenges. Our diverse team speaks over 30 languages, unified by a shared passion for innovation and travel. From pioneering machine learning breakthroughs to revolutionizing hotel operations, we are actively coding, designing, writing, and shipping the future of hospitality. If you are ready to collaborate with some of the brightest minds in tech obsessed with leveraging AI to transform a trillion-dollar industry, this is your opportunity.

Cloudbeds Awards & Recognition

• Winner, Hotel Management Software | HotelTechAwards (2026)
• Overall 10 Best Places to Work | HotelTechAwards (2026)
• Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
• Finalist, Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
• Most Loved Workplace® Certified (2024)
• Deloitte Technology Fast 500 (2024)

Benefits

• Remote First, Remote Always
• Paid Time Off (PTO) according to local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses through Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

Culture and Inclusion

Cloudbeds is committed to being an Equal Opportunity Employer, celebrating the diversity of our global team without discrimination based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, disability status, or any other legally protected characteristics. We provide reasonable accommodations for hiring processes upon request.