Customer Support Coach

About the role

Cloudbeds is looking for a Customer Support Coach to be the voice and advocate for its hotel partners. You will provide exceptional, multi‑channel support, helping customers get the most out of the platform while strengthening relationships and driving software adoption.

Key responsibilities

• Assist and support existing hotel customers daily in using the Cloudbeds platform.
• Resolve inquiries via phone, email, live chat, or other communication channels.
• Troubleshoot issues and make outbound calls for escalated cases.
• Build strong relationships with empathy to drive loyalty, retention, and software adoption.
• Collect customer feedback and requirements for future product releases.
• Create and update training materials and support resources.

Required profile

• At least 1 year of experience working in hospitality (hotel, hostel, BnB, etc.) in roles such as front‑desk, night auditor, revenue manager or similar.
• Previous experience in customer service or support is a plus.
• Fluent in English; additional fluency in Spanish, Portuguese, French or German is advantageous.
• Excellent communication, problem‑solving and emotional‑intelligence skills.
• High learning agility and a positive attitude.

Required skills

• Proficiency with computers and standard office software.

What we offer

• Fully remote work with a global team of over 60 support professionals.
• Opportunities for continuous learning and career growth.
• Collaborative and inclusive company culture.