Cloudbeds

1 week ago

Manager, Customer Support - LATAM

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Lead and coach a remote Customer Support team for Latin America, providing exceptional support to hospitality customers and serving as the primary escalation point for complex issues. Bring hands-on hotel operations experience to drive urgent, empathetic resolutions, track metrics like CSAT/NPS/SLA adherence, and improve processes using customer feedback and ticket trends. Partner with Product, Engineering, and CS leadership to scale service quality and leverage AI tools to increase team efficiency.

Location: Latin America

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Customer Support Leads, including setting goals and running regular 1:1s
•Serve as the primary escalation point for complex customer issues, using hotel operations knowledge to drive resolution with urgency and empathy
•Own and report on support metrics such as CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends to senior leadership
•Improve support processes structurally using customer feedback and ticket trend data (not just case-by-case)
•Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events)
•2+ years of experience leading or supervising a customer-facing team, including setting goals and coaching performance in a remote culture
•Strong technical aptitude and learning agility to troubleshoot independently as tools and processes evolve
•Ability to lead through ambiguity in a fast-paced, high-change environment
•Fluency in English and Spanish (Portuguese is a strong additional plus)

Experience:2+ yearsHospitalityHotel operationsCustomer support

Skills:CoachingCommunicationInterpersonal skillsOwnership mindsetCalm under pressure

Languages:EnglishSpanishPortuguese

Tech Stack:AIMachine learning

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: 4.0

Website LinkedIn

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Cloudbeds

1 week ago

Manager, Customer Support - LATAM

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: Latin America

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Customer Support Leads, including setting goals and running regular 1:1s
•Serve as the primary escalation point for complex customer issues, using hotel operations knowledge to drive resolution with urgency and empathy
•Own and report on support metrics such as CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends to senior leadership
•Improve support processes structurally using customer feedback and ticket trend data (not just case-by-case)
•Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale

Pay and Benefits

Perks:Remote WorkPaid LeaveParental LeaveHome OfficeLearning Budget

Key Requirements

•Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events)
•2+ years of experience leading or supervising a customer-facing team, including setting goals and coaching performance in a remote culture
•Strong technical aptitude and learning agility to troubleshoot independently as tools and processes evolve
•Ability to lead through ambiguity in a fast-paced, high-change environment
•Fluency in English and Spanish (Portuguese is a strong additional plus)

Experience:2+ yearsHospitalityHotel operationsCustomer support

Skills:CoachingCommunicationInterpersonal skillsOwnership mindsetCalm under pressure

Languages:EnglishSpanishPortuguese

Tech Stack:AIMachine learning

Company Brief

Cloudbeds

Industry: Hospitality

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: San Diego, United States

Founded: 2012

Glassdoor: 4.0

Website LinkedIn