Customer Support Coach

Cloudbeds; Región Centro; Remote; MXN 300,000 - 420,000; Full time

Benefits offered by this job

Remote-first culture

Home office stipend

Paid Parental Leave

Professional development (Cloudbeds U)

Job summary

Cloudbeds is a fully remote company transforming hospitality with a global team. We support hotel properties across channels and are seeking a Customer Support Coach to advocate for customers, resolve inquiries, and help with training materials and resources.

You will engage with live chat, email, and phone to strengthen relationships, promote software adoption, and influence product improvements. Fluency in English and Spanish and/or Portuguese is required, with prior hospitality experience a

Qualifications

• 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort.
• Native or fluent in English and Spanish and/or Portuguese.
• Excellent communication skills and a positive attitude.
• Excellent problem-solving skills and emotional intelligence.
• Great levels of learning agility.
• A compatible graduation course or more than 2 years of proven experience in the area.

Responsibilities

• Assist and support our existing customers (hotel properties) daily in the use of our software.
• Resolve customers' inquiries via phone, email, chat, or any other media used to help customers.
• Troubleshoot and make outbound calls for escalated issues.
• Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.
• Gather customers' feedback and requirements for future releases of the software.
• Use training materials and attend online training sessions to stay up-to-date with system updates.

Skills

English

Spanish

Portuguese

Communication skills

Problem-solving

Learning agility

Education

Graduation course or higher

Tools

Computers and systems

Job description

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 a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you'll ensure a seamless experience for our hotel partners. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team.

Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!

• Assist and support our existing customers (hotel properties) daily in the use of our software
• Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Troubleshoot and make outbound calls for escalated issues
• Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.
• Gather customers' feedback and requirements for future releases of the software
• Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates
• 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort - Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar role at a quality property. (Airline, event, or food & beverage-only experience does not meet this requirement.)
• Previous experience in customer service or similar is a plus.
• Native or fluent in English and Spanish and/or Portuguese.
• Excellent communication skills and a positive attitude.
• Excellent problem-solving skills and emotional intelligence.
• Great levels of learning agility.
• A compatible graduation course or more than 2 years of proven experience in the area.
• Skill with computers and systems.

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.

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.

Learn more online at cloudbeds.com

• 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)
• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

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.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.