Manager, Customer Support - LATAM

Cloudbeds; Región Centro; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Home office stipend

Monthly Wellness Fridays

Full paid parental leave

PTO per local labor requirements

Remote-first culture

Descripción de la vacante

Cloudbeds is seeking a Customer Support Manager for Latin America to lead and grow a remote team of Customer Support Leads. You will bring firsthand hotel operations experience to every escalation and coaching session, driving exceptional service for hoteliers globally.

You will own key metrics (CSAT, NPS, SLA, First Contact Resolution), partner with Product and Engineering, and guide staffing and development. Fluent English and Spanish are required; Portuguese is a plus.

Formación

• Significant direct experience in hotel or resort operations.
• 2+ years leading or supervising a customer-facing team.
• Strong technical aptitude and learning agility.
• Exceptional communication and interpersonal skills.
• Fluent in English and Spanish; Portuguese is a strong additional plus.

Responsabilidades

• Lead, coach, and develop a team of Customer Support Leads.
• Act as the primary escalation point for complex customer issues.
• Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.
• Champion a culture of ownership and proactive outreach to resolve issues.
• Leverage Cloudbeds' AI tools to improve team efficiency.
• Partner cross-functionally with Product, Engineering, and CS leadership to improve service quality at scale.
• Hire, develop, and retain team members through honest coaching and feedback.

Conocimientos

Hotel operations experience

Team leadership

Technical aptitude

Communication skills

English and Spanish fluency

Portuguese language

Descripción del empleo

What Makes Us Unique

At Cloudbeds, we're not just building software, we're transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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 become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started.

How You'll Make an Impact

As a Customer Support Manager for Latin America (LATAM), you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision — because you understand what it means for a property when their technology isn't working. This is a role for someone who is not afraid to pick up the phone and call a customer directly to fix a problem, who leads their team by example, and who gets energized by helping people grow.

Our Customer Support Team

Our Customer Support team is where hospitality expertise meets technology — a remote group of former hoteliers and customer experience professionals who hold themselves to a high standard because they know the impact their work has on real properties around the world. We move fast, support each other, and genuinely care about the outcomes we deliver for our customers. If you lead by example, stay calm under pressure, and bring the kind of ownership mentality that comes from working in an operation that never sleeps, you'll feel right at home here.

What You Bring to the Team

• Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work.
• Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy.
• Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly.
• Champion a culture where the team takes ownership of outcomes and customers feel the difference — including picking up the phone when that's what it takes to resolve an issue.
• Leverage Cloudbeds' AI tools to improve team efficiency and help your team work smarter.
• Use customer feedback and ticket trend data to identify what isn't working and fix it structurally — not just case by case.
• Partner cross‑functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale.
• Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth.

What Sets You Up for Success

• Bring significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. This is a firm requirement for this role.
• Demonstrate 2+ years of experience leading or supervising a customer‑facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture.
• Show strong technical aptitude and learning agility — you pick up new tools quickly, troubleshoot independently, and thrive in environments where the technology and processes are constantly evolving.
• Thrive in a fast‑paced, high‑change environment — Cloudbeds moves quickly, and the ability to lead your team through ambiguity and rapid iteration is essential to success in this role.
• Bring exceptional communication and interpersonal skills — comfortable engaging directly with customers at all levels, including in high‑stakes or escalated situations.
• Fluent in English and Spanish — Spanish fluency is required. Portuguese is a strong additional plus and may be a deciding factor between otherwise comparable candidates.

Bonus Skills to Stand Out

• Experience with mid‑market or multi‑property hospitality — management companies, branded clusters, ownership groups, or resort operations is a strong differentiator.
• Created solutions and agents using AI to help improve efficiency and quality of customer service.

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world‑class designers, 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.

Company Awards to Check Out!

• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Top 10 People’s Choice (2024)
• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays – enjoy an extra long weekend every month
• Full 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.

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 processes.

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