Onboarding Coach - Guest Experience

Cloudbeds; La Habra (CA); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Remote-first culture

Home office stipend

Wellness Fridays

Paid parental leave

Cloudbeds University

Manager training & upskilling

Job summary

Cloudbeds is hiring a Whistle for Cloudbeds Onboarding Coach to help implement our messaging platform for hospitality clients. You’ll onboard, train, and support users remotely, resolving inquiries and tailoring solutions that fit each client’s needs.

You’ll collaborate with Sales to show ROI and drive retention, build strong relationships, and contribute to ongoing training materials while staying current with product updates.

Qualifications

• Experience delivering onboarding training and ongoing support via video, phone, and email.
• Ability to resolve customer inquiries and troubleshoot escalated issues across channels.
• Strong communication with empathy and a customer-first mindset.

Responsibilities

• Facilitate client onboarding, training, and ongoing support via video, phone, and email.
• Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
• Partner with Sales to define success, demonstrate ROI, and drive retention.
• Build strong client relationships to encourage loyalty and promote product adoption.
• Develop a deep understanding of Cloudbeds’ products and customer needs.
• Contribute to training materials and stay updated on system changes.
• Record activities in Salesforce, gather feedback, and share insights for product improvements.

Skills

Onboarding coaching

Customer support

English fluency

Spanish preferred

Tools

Salesforce

Job description

What Makes Cloudbeds 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.

Location: Remote (LATAM or Philippines)

How You'll Make an Impact:

Whistle is our messaging platform integrated within Cloudbeds that allows properties to communicate with their guests through various channels such as SMS, WhatsApp, Facebook Messenger, OTA’s and more. It enables automated messaging, guest surveys, and reputation management while providing tools for managing guest interactions effectively. Whistle is designed to enhance guest engagement and streamline communication. As a Whistle for Cloudbeds Onboarding Coach, you will work with our clients on a daily basis to help implement our messaging platform and tailor it to the client's needs.

Our Customer Onboarding Team: As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto “more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers.

If you’re ready to make a difference and be part of an exciting journey, we’d love to have you on board!

What You Bring to the Team:

• Facilitate client onboarding, training, and ongoing support via video, phone, and email.
• Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
• Partner with Sales to define success, demonstrate ROI, and drive retention.
• Build strong client relationships to encourage loyalty and promote product adoption.
• Develop a deep understanding of Cloudbeds’ products and customer needs.
• Contribute to training materials and stay updated on system changes.
• Record activities in Salesforce, gather feedback, and share insights for product improvements.

What Sets You Up for Success:

• Bring over 3 years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role.
• Demonstrate deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy).
• Possess a proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients.
• Deliver exceptional communication with empathy and a relentless customer-focused approach.
• Communicate product offerings clearly and effectively, synthesize customer feedback for internal product and engineering teams.
• Empower clients to become self-sufficient during onboarding and throughout their lifecycle.
• Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills.
• Share customer insights and opportunities across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth.
• Familiarity with CRM/Email Marketing platforms is a significant plus.
• Professional fluency in English is required.
• Professional fluency in Spanish is preferred.

Bonus Skills to Stand Out (Optional):

• Project Management certification

NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH

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.

• 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
• 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

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.