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Customer Support Coach

87% Flex
Full Remote
Mid-level (2-5 years)
  • Remote from:Latin America
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Customer Support Coach

87% Flex
Remote: Full Remote
Experience: Mid-level (2-5 years)
Work from: Latin America...

Offer summary

Qualifications: 1+ years of experience in hospitality, Basic knowledge of customer service.

Key responsabilities:

  • Assist and support customers with software usage in English and Spanish/Portuguese languages
  • Resolve customer issues via various communication channels
Cloudbeds logo
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Cloudbeds
Computer Software / SaaSScaleup

https://www.cloudbeds.com/

501 - 1000 Employees
HQ: San Diego

aboutCloudbeds

Job description

Logo JobgetherYour missions

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system. 

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry’s biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:

  • Hire the best people around the world;
  • Emphasize the value of results over hours put in;
  • Provide flexibility in working hours and locations;
  • Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
  • Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

What You Will Do:

  • Assist and support our existing customers (hotel properties) daily in the use of our software in English and Spanish and/or Portuguese
  • Resolve customers' complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers
  • Troubleshoot and make outbound calls for escalated issues when necessary
  • Cultivate and maintain an excellent relationship with customers to build client loyalty/retention and promote increased usage and adoption of the software
  • Gather customers' feedback and requirements for future releases of the software
  • Use training materials to keep up-to-date with the latest system's updates
  • Help create new tutorials as needed by contributing content to the database of support articles
  • Attend company-wide online training sessions

Key Competencies include:

  • Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients
  • Able to lead to multiple personality types
  • Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you. 
  • Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
  • The ability to multitask and cope with change, in a fast-paced working environment

You’ll Succeed With: 

  • 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 Spanish and/or Portuguese is a plus
  • Excellent communication skills and a positive attitude
  • Excellent problem-solving skills and emotional management
  • Great levels of learning agility
  • Compatible graduation course or more than 2 years of proven experience in the area
  • Skill with computers and systems
  • Excellent internet/wifi connection
  • Note: This is a remote position that can be done anywhere

*ATTENTION: PLEASE SEND YOUR CV IN ENGLISH!*

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out! 
  • Best Places to Work | HotelTechReport (2018-2023)
  • Best PMS | HotelTechReport (2021-2023)
  • Technology Fast 500 | Deloitte (2023)
  • Fastest Growing Companies | Inc. 5000 (2022)
  • Best Startup Employers | Forbes (2022)
  • Best Remote Companies to Work | BuiltIn (2022)

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 858-201-7832 or via email at accomodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.

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Match working
Experience
Level of experience :
Mid-level (2-5 years)
Industry :
Spoken language(s)
Check out the description to know which languages are mandatory.
Soft Skills
  • Effective communication and empathy towards customers
  • Highly organized, proactive, team player with willingness to improve work processes
  • Ability to multitask and adapt in a dynamic environment

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