Customer Support Coach

Location: Remote in Latin America

Company

Cloudbeds provides a unified hotel management platform that integrates with hundreds of partners and supports hospitality properties across 150 countries.

What you will do

• Support hotel properties with daily use of the Cloudbeds software.
• Resolve customer inquiries through phone, email, live chat, and other support channels.
• Troubleshoot escalated issues and make outbound customer calls when needed.
• Build strong customer relationships that support loyalty, retention, and software adoption.
• Collect customer feedback and requirements for future software releases.
• Create and update training materials and support resources while staying current with system updates.

Requirements

• At least one year of hospitality experience in a hotel, hostel, B&B, or similar environment, including roles such as Front Desk, Night Auditor, Revenue Manager, or General Manager.
• Native or fluent English and Spanish required.
• Strong communication, problem-solving, emotional intelligence, learning agility, and a positive attitude.
• Compatible graduation course or more than two years of proven experience in the area.
• Comfort working with computers and business systems.
• Reliable internet or Wi-Fi connection.

Nice to have

• Previous customer service experience.
• Portuguese language skills.

Culture & Benefits

• Remote-first and remote-always work environment.
• PTO in accordance with local labor requirements.
• Monthly Wellness Fridays with an extra-long weekend.
• Fully paid parental leave.
• Home office stipend based on country of residence.
• Professional development through Cloudbeds University, manager training, upskilling, and knowledge transfer.