Customer Support Coach

Cloudbeds; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Remote First

PTO in accordance with local labor

Wellness Fridays

Fully Paid Parental Leave

Home office stipend

Professional development courses

Knowledge transfer

Job summary

the company is a fully remote, globally distributed team transforming hospitality with an AI-powered platform used across 150 countries. As a Customer Support Coach, you will advocate for hotel partners, resolve questions across channels, and drive adoption while shaping the platform's future through feedback.

You will create training materials, update support resources, and stay ahead of system updates, contributing to a seamless customer experience with a strong emphasis on empathy,

Qualifications

• 1+ years of hospitality experience in hotels or similar
• English and Spanish fluency; Portuguese is a plus
• Excellent communication and problem-solving skills
• Strong learning agility and tech literacy
• Reliable internet connection

Responsibilities

• Assist and support existing customers daily in the use of our software
• Resolve inquiries via phone, email, chat, or other media
• Troubleshoot and make outbound calls for escalated issues
• Foster strong customer relationships to drive loyalty, retention and software adoption
• Gather customers' feedback and requirements for future releases
• Use training materials and attend online training sessions to stay updated with system updates

Skills

Hospitality experience

Customer service

English & Spanish

Portuguese helpful

Communication skills

Problem solving

Learning agility

Tech savvy

Reliable internet

Education

Graduation preferred

Job description

What Makes the company Unique

At the company, 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.

What You'll Make an Impact:

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.

Our Customer Support 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!

What you bring to the Team:

• 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 the company 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

What Sets You Up for Success:

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles
• Previous experience in customer service or similar is a plus
• Native or Fluent in English and Spanish, Portuguese is a plus.
• 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
• Excellent internet/wifi connection

What to Expect - Your Journey with Us

Behind the company' 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.

Learn more online at the company.com

Company Awards:

• Best All-In-One Hotel Management System | HotelTechAwards (2025)
• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Most Loved Workplace Certified (2024)
• Top 10 People’s Choice (2024)
• Deloitte Technology Fast 500 (2024)

Discover our Benefits:

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in the company University
• Access to professional development, including manager training, upskilling and knowledge transfer

Everyone is Welcome - A Culture of Inclusion

the company 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.

the company is committed to the full inclusion of all qualified individuals. As part of this commitment, the company 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]. the company will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

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