Remote LATAM Customer Support Leader

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

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.