About this role.
Cloudbeds is seeking a Customer Support Coach to provide exceptional support to hotel partners across multiple channels, including phone, email, and chat. The role involves troubleshooting issues, creating training materials, and gathering customer feedback to improve the platform. Ideal candidates have 1+ years of hospitality experience and fluency in English and Spanish. This fully remote position is part of a global team of 60+ professionals dedicated to transforming hospitality through innovative software.
Role DNA
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Cover letter sample
I am excited to apply for the Customer Support Coach position at Cloudbeds. With over 2 years of hospitality experience and a passion for delivering exceptional customer service, I am confident in my ability to support your hotel partners effectively.
My background includes front desk and revenue management roles, where I honed my problem-solving skills and learned to navigate complex software systems. I am fluent in English and Spanish, allowing me to assist a diverse client base.
I thrive in remote, collaborative environments and am eager to contribute to your team's goal of transforming hospitality through innovative technology. I look forward to the opportunity to discuss how my skills align with Cloudbeds' mission.
Sample interview questions
In my previous role as a front desk manager, a guest was frustrated due to a booking error. I listened empathetically, apologized for the inconvenience, and quickly coordinated with the reservations team to find an alternative room. I also offered a complimentary upgrade to restore their trust. The guest left satisfied and later left a positive review.
I regularly attend training sessions and webinars, and I set aside time each week to review release notes and updates. I also collaborate with my team to share knowledge and best practices, ensuring we all stay current.
At my previous job, I helped a Spanish-speaking guest who was having trouble with the online check-in process. I explained each step in Spanish, ensuring they understood. They appreciated the personalized support and later mentioned it in a survey.
I would start by understanding the process thoroughly, then break it down into step-by-step instructions with screenshots. I'd also include common troubleshooting tips and a FAQ section. Finally, I'd test the material with a colleague for clarity and update it based on feedback.
I noticed several customers struggled with a specific reporting feature. I collected feedback through surveys and direct calls, then compiled a report for the product team. As a result, they simplified the interface in the next update, which reduced support tickets by 20%.
What Makes Us Unique
At Cloudbeds, we’re not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers’ biggest challenges. Since our founding in 2012, we’ve become the World’s Best Hotel PMS Solutions Provider and landed on Deloitte’s Technology Fast 500 again in 2024 – but we’re just getting started.
How You’ll Make an Impact:
As a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You’ll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team.
Our Customer Support Team:
Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!
What You Bring to the Team:
- Assist and support our existing customers (hotel properties) daily in the use of our software
- Resolve customers’ inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers
- Troubleshoot and make outbound calls for escalated issues
- Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption.
- Gather customers’ feedback and requirements for future releases of the software
- Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates
What Sets You Up for Success:
- 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 and Spanish, Portuguese is a plus
- Excellent communication skills and a positive attitude
- Excellent problem-solving skills and emotional intelligence
- Great levels of learning agility
- A compatible graduation course or more than 2 years of proven experience in the area
- Skill with computers and systems
- Excellent internet/wifi connection
#LI-LT1
What to Expect – Your Journey with Us
Behind Cloudbeds’ revolutionary technology is a team of redefining what’s possible in hospitality. We’re 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven’t dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we’re not just watching the future of hospitality unfold – we’re coding it, designing it, writing it and shipping it. If you’re ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.
Learn more online at cloudbeds.com
Company Awards to Check Out!
- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People’s Choice(2024)
- Deloitte Technology Fast 500 (2024)
Discover our Benefits:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays – enjoy an extra long weekend every month
- Full Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Access to professional development, including manager training, upskilling and knowledge transfer.
Everyone is Welcome – A Culture of Inclusion
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 accommodations@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.
#LI-REMOTE
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