Customer Support Coach

About the role

As a Customer Support Coach at Cloudbeds, you will be the voice and advocate for hotel partners using our hospitality platform. You will deliver exceptional assistance across multiple channels, helping customers resolve issues, adopt new features, and provide valuable feedback to shape the product.

Key responsibilities

• Assist and support existing hotel customers daily in using the Cloudbeds software.
• Resolve inquiries via phone, email, live chat, or any other communication channel.
• Troubleshoot complex problems and make outbound calls for escalated issues.
• Build strong, empathetic relationships to drive loyalty, retention, and software adoption.
• Collect customer feedback and requirements for future product releases.
• Utilize training materials and attend company‑wide online sessions to stay current with system updates.

Required profile

• 1+ years of hospitality experience (front desk, night auditor, revenue manager, general manager, etc.).
• Previous customer service experience is a plus.
• Native or fluent English with excellent communication skills.
• Strong problem‑solving abilities, emotional intelligence, and learning agility.
• Relevant graduation or at least 2 years of proven experience in a related area.
• Comfortable using computers and reliable high‑speed internet.

Required skills

• Computer proficiency

What we offer

• Fully remote work with a global, supportive team.
• Diverse and collaborative culture focused on continuous learning and growth.
• Opportunities to influence product development through direct customer feedback.