Remote LATAM Customer Support Manager

Cloudbeds; Municipio de Esquel; Presencial; ARS 126.315.163 - 163.466.682; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Home office stipend

Remote-first culture

Descripción de la vacante

Cloudbeds is seeking a Customer Support Manager for Latin America (LATAM) to lead a remote team of Customer Support Leads, delivering exceptional hotelier support. You’ll bring firsthand hotel operations experience to escalations, coaching, and process decisions, and you’ll be comfortable making direct calls to customers to resolve issues.

The role requires 2+ years of leading a customer-facing team, fluency in English and Spanish (Portuguese a plus), and a passion for ownership and results in a

Formación

• Significant direct experience in hotel or resort operations (front office, F&B, revenue management, etc.).
• 2+ years leading or supervising a customer-facing team, preferably remote.
• Strong technical aptitude and quick learning of new tools.

Responsabilidades

• Lead, coach, and develop a team of Customer Support Leads; set clear goals and 1:1s.
• Serve as primary escalation point for complex customer issues with urgency and empathy.
• Own key support metrics (CSAT, NPS, SLA, First Contact Resolution) and report trends to leadership.
• Champion ownership culture; ensure the team takes initiative to resolve issues by phone when needed.
• Leverage Cloudbeds AI tools to boost team efficiency and service quality.
• Analyze customer feedback and trend data to identify structural fixes, not just case-by-case.
• Collaborate cross-functionally with Product, Engineering, and CS leadership to improve service at scale.

Conocimientos

Hotel operations

Team leadership

Customer escalation

Analytics & KPIs

Descripción del empleo

Cloudbeds is seeking a Customer Support Manager for Latin America (LATAM) to lead a remote team of Customer Support Leads, delivering exceptional hotelier support. You’ll bring firsthand hotel operations experience to escalations, coaching, and process decisions, and you’ll be comfortable making direct calls to customers to resolve issues.

The role requires 2+ years of leading a customer-facing team, fluency in English and Spanish (Portuguese a plus), and a passion for ownership and results in a