Advanced Support Payments

Canada Job Posts; Canada; Remoto; CAD 75.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work across Canada

Open PTO & holidays

Health, dental & vision insurance

Retirement savings match (4%)

Life & disability insurance

Maternity/paternity leave

Home office stipend

WiFi & phone stipend

Professional development

Descrizione del lavoro

Cloudbeds is seeking an Advanced Support Coach for Payments to serve as the expert for CB Pay issues, including chargebacks, payouts, disputes, and reconciliation. You will proactively onboard hoteliers to payments and enablement, while feeding insights back to product teams to prevent recurring problems.

Join a completely remote team that spans multiple countries, with a focus on hospitality and fintech. You will work with numbers, report on trends, and help customers optimize payment processes

Competenze

• A few years of experience in payments or fintech.
• Strong problem-solving skills and analytical mindset.
• Excellent written and verbal communication skills.
• Knowledge of PCI compliance and chargeback rules.
• Fluency in Spanish or Portuguese.
• Comfortable working with numbers and reporting.

Mansioni

• Serve as the advanced point of contact for CB Pay issues including chargebacks, payouts, disputes and reconciliation.
• Proactively support hoteliers through payments onboarding and enablement, not just reactive troubleshooting.
• Investigate and resolve complex payment issues, working through incomplete information to find the right answer.
• Act as a product advocate, feeding learnings back to Product and Engineering.
• Educate customers on payments best practices to reduce future disputes and chargebacks.
• Track and report on case outcomes and payments-related trends.

Conoscenze

Payments/fintech experience

Problem solving

Written and verbal communication

PCI compliance knowledge

Spanish or Portuguese fluency

Numbers and reporting

Descrizione del lavoro

At Cloudbeds , we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

As an Advanced Support Coach for Payments, you'll be the go-to expert for CB Pay issues: chargebacks, payouts, disputes, and reconciliation- the kind of cases where real money and real trust are on the line. You won't just be reactive: you'll also help hoteliers get set up for success with payments from day one through proactive onboarding and enablement. You'll be a product advocate too, feeding what you learn from real payment issues back to our product team so the next customer doesn't hit the same wall. This role sits at the intersection of hospitality, fintech, and genuine customer care, and you'll need to be comfortable working through incomplete information to get to the right answer.

Our Advanced Support team takes on the CB Pay issues that need real depth: the chargebacks, the reconciliation questions, the disputes that require someone who actually understands how payments work. We care as much about preventing the next issue as solving the current one, and we bring the same hospitality mindset to a payments conversation that the rest of Cloudbeds brings to a front desk.

• Serve as the advanced point of contact for CB Pay issues, including chargebacks, payouts, disputes, and reconciliation, where the financial and reputational stakes are real
• Proactively support hoteliers through payments onboarding and enablement, not just reactive troubleshooting
• Investigate and resolve complex payment issues, working through incomplete or unclear information to get to the right answer
• Act as a product advocate, feeding what you learn from real payment issues back to Product and Engineering
• Educate customers on payments best practices to reduce future disputes and chargebacks
• Track and report on case outcomes and payments-related trends
• Hospitality operations experience, ideally with a track record of growth in the role
• A few years of experience in payments or fintech
• Comfortable working with numbers and reporting
• Strong problem-solving skills, able to dig deep into complex, technical payment issues
• Excellent written and verbal communication skills
• Knowledge of PCI compliance and chargeback rules
• Fluency in Spanish or Portuguese

Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

• 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)

Discover Our Canada Benefits

• #RemoteFirst: Work from home in eligible locations across Canada, with flexibility to work and travel in accordance with company policies.
• Time Off & Wellness: Open PTO beyond statutory minimums, paid Canadian holidays, and 5 paid sick days.
• Retirement Savings: Cloudbeds matches 100% of your contributions, up to 4% of eligible earnings.
• Health, Dental & Vision: Extended healthcare coverage, including prescription drugs, dental, vision, and paramedical services for you and your eligible dependents.
• Life & Disability Protection: Company-paid Life & AD&D insurance (3x annual earnings, up to $500,000), with disability and critical illness coverage also available.
• Family & Mental Health: Paid maternity and partner leave, plus confidential 24/7 Employee Assistance Program (EAP) support.
• Home Office Support: A one-time home office setup stipend and recurring WiFi and phone stipends.
• Growth & Community: Professional development through Cloudbeds University and 1 paid Volunteer Day per quarter through Cloudbeds Cares.

Benefits are subject to eligibility requirements and plan terms.

Everyone is Welcome - A Culture of Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard-of-hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at [phone] or via email at [e-mail]. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring process.