Customer Support Coach

About the role

As a Customer Support Coach at Cloudbeds, you will be the voice and advocate for hotel partners, delivering exceptional support across multiple channels and helping them get the most out of our hospitality platform.

Key responsibilities

• Assist and support existing hotel customers daily via phone, email, chat, or other media.
• Troubleshoot and resolve inquiries, including making outbound calls for escalated issues.
• Gather customer feedback and requirements for future software releases.
• Create and update training materials and support resources.

Required profile

• 1+ years of front‑of‑house hospitality operations experience (e.g., Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager) at a quality hotel or resort.
• Previous customer service experience is a plus.
• Native or fluent English and Spanish and/or Portuguese.
• Excellent communication, problem‑solving, and emotional‑intelligence skills.
• Strong learning agility and a reliable internet/Wi‑Fi connection.

Required skills

• Proficiency with computers and software systems.

What we offer

• Remote‑first, fully remote work environment.
• PTO in accordance with local labor requirements.
• Fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development courses through Cloudbeds University.