Remote Hospitality Support Coach

Cloudbeds; Lisboa; Remote; EUR 32,000 - 52,000; Full time

Benefits offered by this job

Remote First, Remote Always

Home office stipend based on country

Fully Paid Parental Leave

Monthly Wellness Fridays

Job summary

Cloudbeds, a fully remote, globally distributed team, seeks a Customer Support Coach to advocate for hotel partners, resolve inquiries across live chat, email, and phone, and drive software adoption. You will create training materials, update support resources, and stay ahead of system updates to continually improve the customer experience.

The role emphasizes empathy, strong communication, and problem-solving, with opportunities to shape product feedback and training content across a diverse,

Qualifications

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles
• Native or Fluent in English
• Native or Fluent in Spanish/Portuguese/French/German
• 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

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 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

Skills

Hospitality experience

Fluent English

Multilingual (PT/ES/FR/DE)

Communication & empathy

Learning agility

Education

Graduate course or 2+ years experience

Job description

Cloudbeds, a fully remote, globally distributed team, seeks a Customer Support Coach to advocate for hotel partners, resolve inquiries across live chat, email, and phone, and drive software adoption. You will create training materials, update support resources, and stay ahead of system updates to continually improve the customer experience.

The role emphasizes empathy, strong communication, and problem-solving, with opportunities to shape product feedback and training content across a diverse,