Customer Support Coach
Job description
Customer Support Coach at Cloudbeds providing support to hotel customers, resolving inquiries and troubleshooting issues across phone, email and chat. The role focuses on customer relationships, software adoption and sharing feedback for future releases.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Latin America
- Languages
- English – fluent, Portuguese – 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 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 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 and Portuguese
- 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
- Applicants must be 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, with a supportive, diverse, and collaborative culture.
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
About Cloudbeds
We're not just building software, we're transforming hospitality.
Cloudbeds' platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, the company provides a unified platform that integrates with hundreds of partners, built by a completely remote team. Founded in 2012, Cloudbeds has been recognized for excellence, including top honors at the 2026 HotelTechAwards for Best Hotel Management Software and Deloitte's Technology Fast 500.
Mission
We help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners.
Key facts
- 650+ team members
- 2012
- Hospitality technology / hotel management software
- Platform powers hotels across 150 countries
- Processes billions in bookings annually
- Completely 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)
- Deloitte Technology Fast 500 (2024)
What they value
- Continuous learning
- Growth
- Innovation
- Connection
- Inclusion