LatAm Support Manager — Lead & Elevate Remote Service

Cloudbeds; Santiago; Presencial; CLP 55.970.149 - 83.955.223; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first culture

Home office stipend

Wellness Fridays

Descripción de la vacante

Cloudbeds is hiring a Customer Support Manager for LATAM to lead a remote team of Support Leads delivering exceptional hotelier assistance worldwide.

You will own escalation processes, coach teammates, and drive CSAT/NPS, SLA, and FCR metrics while leveraging AI tools to raise efficiency and quality. This role requires strong hotel ops background and outstanding communication across remote teams.

Formación

• Lead, coach, and develop a team of Customer Support Leads with clear goals and regular 1:1s.
• Act as the primary escalation point for complex customer issues using hotel operations background.
• Own and drive CSAT, NPS, SLA adherence, and First Contact Resolution metrics, surfacing trends to leadership.
• Champion an ownership culture and proactive problem solving, including calling customers when needed.
• Leverage Cloudbeds' AI tools to improve team efficiency and service quality.
• Use customer feedback and trends to identify root causes and implement structural fixes.

Responsabilidades

• Lead and coach a team of Customer Support Leads to deliver exceptional LATAM support.
• Own escalation handling and ensure timely, empathetic resolutions.
• Monitor and improve key support metrics and reporting.
• Collaborate with Product, Engineering, and CS leadership to scale service quality.
• Hire, onboard, and retain top talent through feedback and growth opportunities.

Conocimientos

Team leadership

Coaching

Customer escalation

CSAT/NPS metrics

First Contact Resolution

Cross-functional collaboration

AI tooling

Strong communication

Herramientas

AI tools

Descripción del empleo

Cloudbeds is hiring a Customer Support Manager for LATAM to lead a remote team of Support Leads delivering exceptional hotelier assistance worldwide.

You will own escalation processes, coach teammates, and drive CSAT/NPS, SLA, and FCR metrics while leveraging AI tools to raise efficiency and quality. This role requires strong hotel ops background and outstanding communication across remote teams.