Customer Support Coach

Cloudbeds; Cape Town; On-site; ZAR 646,000 - 1,130,000; Full time

Benefits offered by this job

Home office stipend based on residency

Fully Paid Parental Leave

Monthly Wellness Fridays

PTO per local labor laws

Job summary

Cloudbeds is seeking a Customer Support Coach to advocate for hotel partners and resolve inquiries across channels. You’ll create training materials, update support resources, and stay ahead of system updates as part of a fully remote team of 60+ professionals.

Join a diverse, global culture that values continuous learning, growth, and innovation while delivering outstanding customer experiences for properties in 150+ countries.

Qualifications

• 1+ years of hospitality experience in hotels, hostels, BNBs, or similar roles with frontline exposure.
• Previous experience in customer service or similar is a plus.
• Native or Fluent in English.
• Native or Fluent in Spanish/Portuguese/French/German.

Responsibilities

• Assist and support existing customers 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 online training sessions to stay up-to-date with the latest system updates.

Skills

Hospitality experience

Customer service

English fluency

Other language proficiency (Spanish/PO

Education

Compatible graduation course

Tools

CRM systems

Live chat tools

Job description

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.

How 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 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

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
• 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

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.

Learn more online at cloudbeds.com

Company Awards:

• 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 process.