Onboarding Coach

About the role

Cloudbeds, a remote-first hotel management software company serving hotels in 150 countries, is looking for an Onboarding Coach within its Customer Onboarding Team. The coach trains clients on the system, tailoring it to their needs as a hospitality business so that they finish the onboarding process with a complete understanding and confidence in using it.

Key responsibilities

• Facilitate client onboarding, training and ongoing support via video, phone and email.
• Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
• Partner with Sales to define success, demonstrate ROI and drive retention.
• Build strong client relationships to encourage loyalty and promote product adoption.
• Develop a deep understanding of Cloudbeds' products and customer needs.
• Contribute to training materials and stay updated on system changes.
• Record activities in Salesforce, gather feedback and share insights for product improvements.

Required profile

• Over 1 year of hospitality experience, for example Front Desk or Revenue Manager.
• At least 2 years of relevant industry experience in customer-facing roles.
• Fluency in English; fluency in Spanish, French or German is also preferred.
• Currently authorized to work in the location of the position without visa sponsorship.

Required skills

• Clear communication of product offerings and empathetic, customer-focused service.
• Strong organization and proactivity in managing multiple projects or accounts.
• Ability to empower clients to become self-sufficient during and after onboarding.

What we offer

• Remote first, remote always.
• PTO in line with local labour requirements.
• Fully paid parental leave.
• Home office stipend depending on country of residence.
• Professional development courses in Cloudbeds University, including manager training and upskilling.