Customer Support Coach
Job description
A Customer Support Coach role at Cloudbeds providing front-line support to hotel customers across phone, email, and chat, troubleshooting issues and helping drive software adoption. The role sits within a fully remote global Customer Support team.
At a glance
- Work mode
- Remote
- Languages
- English – fluent, Spanish – fluent, Portuguese – fluent, French – fluent, German – fluent
What you'll do
- Assist and support existing customers (hotel properties) daily in the use of the software
- Resolve customers' inquiries via phone, email, chat, or any other media 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
- Create training materials and update support resources
What we're looking for
- 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort — Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar role at a quality property
- Native or Fluent in English
- Native or Fluent in Spanish/Portuguese/French/German
- 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 systems
- Excellent internet/wifi connection
- Currently authorized to work in the location where the position is located without requiring visa sponsorship
Nice to have
- Previous experience in customer service or similar
Your team
Customer Support Team
A dynamic, fully remote team of over 60 global Customer Support professionals delivering customer experiences across live chat, email, and phone.
Benefits
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Fully Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling, and knowledge transfer
Apply
Direct apply at Cloudbeds
Opens the job posting at Cloudbeds
About Cloudbeds
We're not just building software, we're transforming hospitality.
Cloudbeds provides a unified hospitality platform that powers hotels across 150 countries, processing billions in bookings annually. The platform integrates with hundreds of partners and helps hoteliers transform operations and uplevel their commercial strategy.
Key facts
- 650+ team members
- 2012
- Hospitality technology / software
- Platform powers hotels across 150 countries
- Processes billions in bookings annually
- Integrates with hundreds of partners
- Fully remote team across 40+ countries
- Team speaks 30+ languages
- Winner – Hotel Management Software | HotelTechAwards (2026)
- Overall 10 Best Places to Work | HotelTechAwards (2026)
- Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)
- Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)
- Most Loved Workplace® Certified (2024)
What they value
- Connection
- Continuous learning, growth, and innovation
- Inclusion