Customer Support Coach

Cloudbeds

Job Overview

Location

Europe

Job Type

Full-time

Full Job Description

📋 Description

• Assist hotel properties daily in using Cloudbeds software through phone, email, and live chat support channels.
• Resolve customer inquiries and troubleshoot technical issues across all supported communication platforms.
• Make outbound calls to address escalated customer issues and ensure timely resolution.
• Build and maintain strong customer relationships through empathetic communication to drive loyalty, retention, and software adoption.
• Gather and document customer feedback, feature requests, and operational requirements to inform future software development.
• Utilize internal training materials and attend company-wide online sessions to stay current with system updates and product changes.
• Contribute to the creation and updating of support resources and training documentation to improve team knowledge and customer self-service.
• Collaborate with a global, fully remote customer support team of over 60 professionals to deliver exceptional service experiences.
• Work within a culture that values continuous learning, innovation, and collaboration across diverse time zones and backgrounds.
• Support hoteliers including independent properties, hostels, B&Bs, and hotel groups operating in over 150 countries.
• Act as a customer advocate by translating real-world hospitality challenges into actionable insights for product teams.
• Maintain a reliable, high-speed internet connection to ensure seamless communication and performance in a remote work environment.
• Adapt quickly to evolving software features and support protocols through demonstrated learning agility.
• Represent Cloudbeds with a positive attitude, professionalism, and commitment to exceeding customer expectations.

🎯 Requirements

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar roles such as Front Desk, Night Auditor, Revenue Manager, or General Manager
• Native or fluent in English and Spanish
• Excellent communication skills and emotional intelligence
• Excellent problem-solving skills
• Skill with computers and systems
• Excellent internet/wifi connection

🏖️ Benefits

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays — an extra long weekend every month
• Full Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses through Cloudbeds University

Skills & Technologies

Remote

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Cloudbeds

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About Cloudbeds

Cloudbeds is a hospitality technology company providing an integrated cloud-based platform for hotel, hostel, vacation rental, and B&B operators. Its suite combines property management, channel management, booking engine, and payment processing into one system, enabling independent lodging businesses to manage inventory, rates, reservations, and guest communications across multiple online travel agencies and direct channels. Founded in 2012, the company serves tens of thousands of properties worldwide, offering multilingual support and open APIs that connect to hundreds of third-party applications and services for revenue management, housekeeping, marketing, and business intelligence.

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