Customer Support Coach - NORAM

What Makes Cloudbeds Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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 become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024, but we're just getting started. How You'll Make an Impact: As a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team. Our Customer Support Team: Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do. Be part of a team that values connection, celebrates success, and always strives to exceed expectations! What you bring to the Team: Assist and support our existing customers (hotel properties) daily in the use of our software Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers Troubleshoot and make outbound calls for escalated issues Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption. Gather customers' feedback and requirements for future releases of the software Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates What Sets You Up for Success: 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles Previous experience in customer service or similar is a plus Native or Fluent in English and Spanish; Portuguese is a plus. Excellent communication skills and a positive attitude Excellent problem-solving skills and emotional intelligence Great levels of learning agility A compatible graduation course or more than 2 years of proven experience in the area Skill with computers and