Advanced Support Payments

What Makes Cloudbeds Unique At Cloudbeds , we're not just building software, we’re transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started. How You'll Make an Impact: As an Advanced Support Coach for Payments, you'll be the go-to expert for CB Pay issues: chargebacks, payouts, disputes, and reconciliation, the kind of cases where real money, and real trust, are on the line. You won't just be reactive: you'll also help hoteliers get set up for success with payments from day one through proactive onboarding and enablement. You'll be a product advocate too, feeding what you learn from real payment issues back to our product team so the next customer doesn't hit the same wall. This role sits at the intersection of hospitality, fintech, and genuine customer care, and you'll need to be comfortable working through incomplete information to get to the right answer. Our Advanced Support Team: Our Advanced Support team takes on the CB Pay issues that need real depth: the chargebacks, the reconciliation questions, the disputes that require someone who actually understands how payments work. We care as much about preventing the next issue as solving the current one, and we bring the same hospitality mindset to a payments conversation that the rest of Cloudbeds brings to a front desk. What You Bring to the Team: Serve as the advanced point of contact for CB Pay issues, including chargebacks, payouts, disputes, and reconciliation, where the financial and reputational stakes are real Proactively support hoteliers through payments onboarding and enablement, not just reactive troubleshooting Investigate and resolve complex payment issues, working through incomplete or unclear information to get to the right answer Act as a product advocate, feeding what you learn from real payment issues back to Product and Engineering Educate customers on payments best practices to reduce future disputes and chargebacks Track and report on case outcomes and payments-related trends What Sets You Up for Success: Hospitality operations experience, ideally with a track record of growth in the role A few years of experience in payments or fintech Comfortable working with numbers and reporting Strong problem-solving skills, able to dig deep into complex, technical payment issues Excellent written and verbal communication sk