Cloudbeds

2 months ago

Manager, Customer Support

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead and develop a Europe-based Customer Support team to deliver exceptional service to hospitality clients. Own escalation handling, coach leads, optimize CSAT/NPS/SLA/First Contact Resolution, and drive improvements across processes using AI tools, while partnering with Product and Engineering to scale service quality.

Location: Europe

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—setting goals, conducting regular 1:1s, and fostering growth.
•Serve as the primary escalation point for complex customer issues, applying hotel operations experience to assess business impact and drive urgent resolutions.
•Own and drive key support metrics (CSAT, NPS, SLA adherence, First Contact Resolution) and surface trends to senior leadership.
•Promote a culture of ownership and accountability, including proactive customer outreach to resolve issues.
•Leverage Cloudbeds' AI tools to improve team efficiency and collaborate with Product and CS leadership to scale service quality.

Pay and Benefits

Perks:Remote WorkHome OfficeLearning BudgetWellness StipendPaid Parental

Key Requirements

•2+ years of experience leading or supervising a customer-facing team and building a collaborative remote culture.
•Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events).
•Strong technical aptitude and learning agility, with ability to troubleshoot and adapt to evolving tools and processes.
•Ability to lead through ambiguity in a fast-paced, high-change environment and deliver results.
•Excellent written and verbal communication; fluent in English and Spanish (Portuguese a plus).

Experience:2+ yearsHospitalitySaaSHospitality technology

Skills:CommunicationLeadershipCoachingProblem-solvingCustomer focus

Languages:EnglishSpanish

Tech Stack:AI toolsCloudCustomer support software

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

2 months ago

Manager, Customer Support

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Europe

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—setting goals, conducting regular 1:1s, and fostering growth.
•Serve as the primary escalation point for complex customer issues, applying hotel operations experience to assess business impact and drive urgent resolutions.
•Own and drive key support metrics (CSAT, NPS, SLA adherence, First Contact Resolution) and surface trends to senior leadership.
•Promote a culture of ownership and accountability, including proactive customer outreach to resolve issues.
•Leverage Cloudbeds' AI tools to improve team efficiency and collaborate with Product and CS leadership to scale service quality.

Pay and Benefits

Perks:Remote WorkHome OfficeLearning BudgetWellness StipendPaid Parental

Key Requirements

•2+ years of experience leading or supervising a customer-facing team and building a collaborative remote culture.
•Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events).
•Strong technical aptitude and learning agility, with ability to troubleshoot and adapt to evolving tools and processes.
•Ability to lead through ambiguity in a fast-paced, high-change environment and deliver results.
•Excellent written and verbal communication; fluent in English and Spanish (Portuguese a plus).

Experience:2+ yearsHospitalitySaaSHospitality technology

Skills:CommunicationLeadershipCoachingProblem-solvingCustomer focus

Languages:EnglishSpanish

Tech Stack:AI toolsCloudCustomer support software

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