Remote Customer Support Coach — Hospitality Tech & Training

Cloudbeds; Orlando (FL); On-site; USD 55,000 - 77,000; Full time

Benefits offered by this job

Home office stipend

Fully Paid Parental Leave

Monthly Wellness Fridays

Job summary

Cloudbeds, a fully remote team, is seeking a Customer Support Coach to advocate for hotel partners and ensure a seamless experience across chat, email, and phone channels.

You will resolve inquiries, troubleshoot issues, and gather customer feedback to shape future releases, while building relationships and promoting software adoption. Fluency in English and Spanish is required, Portuguese is a plus.

Qualifications

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar roles.
• Previous experience in customer service is a plus.
• Native or fluent in English and Spanish; Portuguese is a plus.

Responsibilities

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

Skills

Hospitality experience

Customer service

English fluency

Spanish fluency

Portuguese a plus

Empathy

Problem-solving

Learning agility

Education

Relevant degree or equivalent experience

Tools

CRM software

Job description

Cloudbeds, a fully remote team, is seeking a Customer Support Coach to advocate for hotel partners and ensure a seamless experience across chat, email, and phone channels.

You will resolve inquiries, troubleshoot issues, and gather customer feedback to shape future releases, while building relationships and promoting software adoption. Fluency in English and Spanish is required, Portuguese is a plus.