About this role.
Cloudbeds is hiring a remote Customer Support Coach to assist hotel-property customers using its hospitality management platform. The role resolves inquiries through phone, email, and chat, troubleshoots escalated issues, and builds relationships that support retention and software adoption. It also involves gathering product feedback, maintaining knowledge of system updates, and contributing to support and training resources. Candidates need hospitality operations experience, fluent English and Spanish, strong empathy, technical aptitude, and effective problem-solving skills. This Latin America-based role operates within a distributed global support organization.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would first acknowledge the urgency and confirm the specific business impact. I would gather the essential details, guide the customer through the fastest available troubleshooting steps, and provide clear updates while investigating. If escalation is required, I would document the case thoroughly, set expectations for next steps, and remain accountable for follow-up.
Working in hospitality develops an understanding of how time-sensitive front-desk, reservations, and operational activities are. I would use that context to prioritize issues appropriately, communicate in practical terms, and recommend solutions that minimize disruption to guests and hotel staff.
I avoid jargon and break the solution into short, numbered steps using the customer's terminology and workflow. I confirm understanding after key steps, explain why the action resolves the issue when helpful, and share a relevant support resource for future reference.
I would capture consistent examples, affected workflows, customer impact, and any workaround already attempted. I would then submit structured feedback to the appropriate internal team, ensuring the information is actionable, while keeping customers informed without making unapproved product commitments.
I prioritize work by urgency, customer impact, and established service-level expectations. I use concise notes and accurate case documentation so that context is preserved across channels, and I maintain a calm, empathetic tone even when volume is high.
What Makes Cloudbeds 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-DL1
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:
- 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
- Fully 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.
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