Onboarding Coach - Guest Experience - LATAM

Third-Party Job Posts; United States; À distance; USD 60 000 - 90 000; Plein temps

Résumé du poste

Cloudbeds is a fully remote company transforming hospitality through an AI-powered platform. We seek an Onboarding Coach for the LATAM region who helps hoteliers design processes that reduce friction and deliver exceptional guest experiences.

You will train clients, collaborate with Sales and Product, and maintain deep client context across the onboarding journey to drive adoption and loyalty. You will operate in a remote LATAM time window and leverage your hospitality operations background to

Qualifications

• Requires 3+ years in frontline hospitality or SaaS customer-facing roles.
• Ability to translate AI concepts into practical terms for clients.
• Excellent communication and relationship-building skills.

Responsabilités

• Train clients on Cloudbeds platform and ensure confident usage.
• Partner with Sales and Product to drive onboarding improvements.
• Maintain full client context and build lasting customer relationships.

Connaissances

Hospitality operations experience

Client onboarding

AI concepts translation

Empathy and customer focus

English, Portuguese, Spanish

Outils

CRM/Email Marketing platforms

Description du poste

Onboarding Coach - Guest Experience - LATAM

Latin America

At Cloudbeds , we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large 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 continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started.

Remote – (Latam)

Shifts ranging from 11:00 AM – 8:00 PM UTC to 1:00 PM – 10:00 PM UTC.

As an Onboarding Coach, you will empower our clients to transform their properties through our AI Smarts + Hospitality Hearts mission. You will drive the shift from a pure training function to a strategic business partner. Leveraging your firsthand hospitality operations experience, you won't just teach the system—you will help hoteliers design processes that eliminate friction, allowing them to focus on their guests. This is a role for a Caring Rebel who models Hospitality Before Efficiency, empowering clients to use our platform to deliver an experience of Unreasonable Hospitality. We're looking for someone who truly understands hospitality, and will personalize their communications with our customer to demonstrate how our platform makes their lives easier. You'll care for our customers and their properties just as you would for a guest in a hotel—always going the extra mile. In this role, you'll train clients on the Cloudbeds platform, making sure they are confident using it to power their hospitality business.

Our Onboarding team is where Hospitality Hearts meet Smart Solutions. We are a fully–remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our \"human magic\": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here.

• Champion our core principle: Standardize the repeatable, personalize the meaningful. You'll harness AI and smart tooling to handle administrative drag and repetitive training questions, liberating your time to focus on strategic onboarding and deep product adoption.


• Drive Operational Excellence: Partner with Sales and Product to transform Guest Experience onboarding feedback into systemic operational improvements, ensuring Cloudbeds' platform value is communicated and realized from day one.


• Embody the Caring Rebel Mindset: You'll maintain full client context throughout the onboarding journey, ensuring every nugget of knowledge is captured, searchable, and reusable for the next customer.


• Facilitate the Full Customer Journey: Manage the customer path for Guest Experience and Marketing via ongoing support via video, phone, and email.


• Define and Deliver Success: Partner with Sales to establish clear success metrics, demonstrate ROI, and drive robust customer retention.


• Build Lasting Loyalty: Cultivate strong customer relationships that guarantee platform adoption and long-term brand loyalty.


• Master the Product: Develop a deep, nuanced understanding of Cloudbeds' products, integrations, and evolving customer need to be used for our Guest Experience and Marketing platform.


• Contribute and Collaborate: Actively build our knowledge base by contributing to training materials, capturing insights, and staying ahead of system changes and new features.


• Keep Data Front and Center: Maintain accurate records of customer activities in Salesforce, gather actionable feedback, and share insights to fuel continuous product improvement.


• Bring over 3 years of 5-star hospitality experience in key roles (Front Office or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role.


• 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.


• English, Portuguese, Spanish, Thai or Tagalog


• Project Management certification

#LI-DL1

Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas.

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

• Winner – Hotel Management Software | HotelTechAwards (2026)


• Overall 10 Best Places to Work | HotelTechAwards (2026)


• Overall Top 10 Hotelier's Choice | HotelTechAwards (2026)


• Finalist – Property Management Systems (PMS) & Channel Managers | HotelTechAwards (2026)


• Remote First, Remote Always


• PTO in accordance with local labor requirements


• 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

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 process.