[![Image]() Meet Jobicy Copilot — free AI autofill for job applications + remote job alerts ›](#) [All remote jobs](https://jobicy.com/jobs.md)Open role[![Cloudbeds logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/3aef1a38-221.png)](https://jobicy.com/company/cloudbeds.md)Remote opportunity at[Cloudbeds](https://jobicy.com/company/cloudbeds.md) # Customer Support Coach – NORAM Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/cloudbeds.md)Share10 Sep 2026Published37Listing views3Application actions10 Oct 2026Apply before Opportunity details ## About this role. AI SummaryCloudbeds is hiring a remote Customer Support Coach to assist hotel-property customers with its hospitality software. The role handles customer questions and escalations through phone, email, chat, and other support channels while building customer loyalty and improving software adoption. It also gathers product feedback, uses and helps maintain training resources, and stays current on system updates. Candidates need hospitality operations experience, fluent English and Spanish, strong empathy, and effective troubleshooting ability. This is a customer-facing support position serving the North American market, with stated compensation for US-based candidates. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires confident bilingual, multichannel support and practical familiarity with hotel operations and software troubleshooting. Complexity is moderate because representatives must resolve escalations, communicate empathetically, and learn frequent product updates. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$66,000US market range$50k–$75k0$83k AI insightThe disclosed annual US compensation range is $55,000–$77,000 USD, with a midpoint of $66,000. For a US-based bilingual customer-support role with hospitality software experience, an estimated market range is $50,000–$75,000 annually; the offer is competitive around the middle of that range. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Hospitality operations](https://jobicy.com/jobs?search_keywords=Hospitality%20operations.md)[Hotel software](https://jobicy.com/jobs?search_keywords=Hotel%20software.md)[Bilingual English-Spanish](https://jobicy.com/jobs?search_keywords=Bilingual%20English-Spanish.md)[Email support](https://jobicy.com/jobs?search_keywords=Email%20support.md)[Live chat support](https://jobicy.com/jobs?search_keywords=Live%20chat%20support.md)[Phone support](https://jobicy.com/jobs?search_keywords=Phone%20support.md)[Software troubleshooting](https://jobicy.com/jobs?search_keywords=Software%20troubleshooting.md)[Customer retention](https://jobicy.com/jobs?search_keywords=Customer%20retention.md)[Product feedback](https://jobicy.com/jobs?search_keywords=Product%20feedback.md) Sample interview questionsHow would you handle a hotel customer who cannot complete a critical task in the platform during a busy shift?I would first acknowledge the urgency and gather the key details, including the exact task, error message, affected users, and recent changes. I would work through the relevant troubleshooting steps, provide clear updates throughout, and escalate with complete notes if the issue required another team. I would confirm the workaround or resolution with the customer before closing the interaction. How has hospitality experience prepared you for a customer-support role? Hospitality experience builds an understanding of how operational disruptions affect guests, staff, revenue, and reputation. It teaches the importance of prioritizing urgent issues, remaining calm under pressure, and communicating solutions in practical terms. I would use that perspective to provide support that fits the realities of hotel operations. How do you adapt your communication across chat, email, and phone? For chat, I keep messages concise and guide the customer step by step. In email, I provide structured detail, links or instructions, and a clear summary of next actions. On phone calls, I listen actively, confirm understanding, and use a calm, conversational approach while documenting the issue accurately. Describe how you would turn recurring customer feedback into a useful recommendation for the product team. I would identify patterns across cases, capture the customer goal and business impact, and distinguish between a knowledge gap, product defect, and feature request. I would then provide examples, frequency where available, and a clear recommendation in the established feedback channel. This gives product teams context they can use to prioritize improvements. What would you do to stay effective as the product and support processes change? I would regularly complete product training, review release notes and internal resources, and practice new workflows in the system. I would also ask clarifying questions early, share useful learnings with teammates, and update my own support approach based on customer trends. Continuous learning is essential to giving accurate and confident guidance. 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 Compensation: Depending on your skills and experience, you can expect your annual compensation to be between $55,000 and $77,000 USD (the salary is only for US-based candidates). #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](https://www.cloudbeds.com/) Company [Awards](https://www.cloudbeds.com/press/?press_type=company-news&news_category=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](mailto: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 Show more [Apply now >](https://jobicy.com/jobs/152986-customer-support-coach-noram.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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