Customer Support Coach - NORAM

Cloudbeds
North America
Workplace: RemoteFull timeUSD 55,000 - 77,000 annuallyFunction: Customer Support (Service Desk)Experience: 1+ yearsSkills: ["Communication","Empathy","Problem-solving","Emotional intelligence","Learning agility"]

Serve as the voice of the customer for hotel partners, resolving inquiries and troubleshooting issues across live chat, email, and phone. Strengthen customer relationships by driving software adoption, handling escalated cases, and collecting feedback to shape future releases. Create and maintain training materials and support resources, stay current on system updates through online training, and help deliver a seamless, high-touch experience for a fully remote team.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Cloudbeds
Cloudbeds
5 days ago

Customer Support Coach - NORAM

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as the voice of the customer for hotel partners, resolving inquiries and troubleshooting issues across live chat, email, and phone. Strengthen customer relationships by driving software adoption, handling escalated cases, and collecting feedback to shape future releases. Create and maintain training materials and support resources, stay current on system updates through online training, and help deliver a seamless, high-touch experience for a fully remote team.
Location: North America
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide exceptional customer support to hotel properties across phone, email, chat, and other supported channels.
  • •Resolve questions and troubleshoot issues to ensure a seamless experience for customer partners.
  • •Troubleshoot and conduct outbound calls for escalated issues.
  • •Gather customer feedback and requirements to inform future software releases.
  • •Create training materials and update support resources while staying current on system updates through online training.

Pay and Benefits

Salary: USD 55,000 - 77,000 annually
Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

  • •1+ years of hospitality experience in hotels, hostels, BNBs, or similar (e.g., Front Desk, Night Auditor, Revenue Manager, General Manager).
  • •Native or fluent English and Spanish; Portuguese is a plus.
  • •Strong communication, empathy, and emotional intelligence to build loyalty, retention, and software adoption.
  • •Ability to troubleshoot customer issues and handle escalated problems, including making outbound calls for escalations.
  • •Compatible graduation course or 2+ years of proven experience in the area, plus strong computer skills and reliable internet/wifi.
Experience:1+ yearsHospitalityHotelsHospitality softwareTravel
Skills:CommunicationEmpathyProblem-solvingEmotional intelligenceLearning agility
Languages:EnglishSpanishPortuguese

Company Brief

Cloudbeds
Provides a cloud-based hospitality management platform including property management, booking engine, channel management, and revenue management tools to hotels, hostels, and vacation rentals worldwide.
Industry: Hospitality
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series C
Headquarters: San Diego, United States
Founded: 2012
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn