[![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) # Manager, Customer Support – LATAM 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)Share17 Sep 2026Published29Listing views1Application actions17 Oct 2026Apply before Opportunity details ## About this role. AI SummaryCloudbeds is hiring a remote Customer Support Manager to lead and develop Customer Support Leads serving hospitality customers across LATAM. The role owns escalations, operational support performance, and metrics including CSAT, NPS, SLA adherence, and First Contact Resolution. Candidates need substantial hands-on hotel or resort operations experience, at least two years of customer-facing team leadership, and fluent English and Spanish; Portuguese is preferred. This manager will partner with Product, Engineering, and Customer Success leadership to resolve systemic service issues and use AI tools to improve support quality and efficiency. The position requires calm, customer-centered leadership in a fast-moving, high-change remote environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines people management, high-stakes customer escalation ownership, hospitality domain expertise, and performance accountability across a remote regional team. Success requires making sound decisions quickly while influencing cross-functional partners and maintaining excellent customer communication. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job medianHighly competitive$115,000US market range$95k–$135k0$149k AI insightNo actual salary was disclosed, so these figures are estimated US-market annual base-pay benchmarks in USD for a mid-level Customer Support Manager with specialized hospitality operations experience. Actual compensation may vary substantially by LATAM country of residence, local employment structure, team scope, and variable or equity components. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Support Leadership](https://jobicy.com/jobs?search_keywords=Customer%20Support%20Leadership.md)[Hospitality Operations](https://jobicy.com/jobs?search_keywords=Hospitality%20Operations.md)[Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation%20Management.md)[Remote Team Management](https://jobicy.com/jobs?search_keywords=Remote%20Team%20Management.md)[CSAT](https://jobicy.com/jobs?search_keywords=CSAT.md)[NPS](https://jobicy.com/jobs?search_keywords=NPS.md)[SLA Management](https://jobicy.com/jobs?search_keywords=SLA%20Management.md)[First Contact Resolution](https://jobicy.com/jobs?search_keywords=First%20Contact%20Resolution.md)[English and Spanish](https://jobicy.com/jobs?search_keywords=English%20and%20Spanish.md)[AI Support Tools](https://jobicy.com/jobs?search_keywords=AI%20Support%20Tools.md) Sample interview questionsDescribe a complex customer escalation you managed and how you brought it to resolution.I would first establish the operational impact, acknowledge the customer's urgency, and set a clear communication cadence. I would coordinate the appropriate internal teams, own the customer-facing updates through resolution, and conduct a post-incident review to identify preventive actions. How do you improve support metrics without sacrificing empathy or service quality? I use metrics such as CSAT, SLA adherence, first-contact resolution, backlog age, and quality-review findings together rather than in isolation. Coaching focuses on diagnosing root causes, improving knowledge and workflows, and rewarding both efficient resolution and customer-centered behavior. What is your approach to leading a remote team of support leads? I set measurable expectations, maintain regular one-to-ones and team cadences, and give timely, specific feedback. I also create visibility into priorities and performance while giving leads appropriate ownership over decisions, development plans, and improvement initiatives. How would your hotel operations experience influence your support leadership at Cloudbeds? Hotel operations experience helps me understand that system issues can immediately affect guest service, revenue, front-desk workflows, and staff workload. I would use that context to prioritize effectively, communicate credibly with hoteliers, and ensure the team treats incidents with the appropriate urgency. How would you use AI tools to improve a customer support organization? I would begin with high-volume, repeatable opportunities such as ticket categorization, knowledge suggestions, response drafting, and trend detection. I would measure effects on quality, resolution time, and customer satisfaction, keep human review for sensitive cases, and continuously refine workflows based on outcomes. 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 Manager for Latin America (LATAM), you’ll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You’ll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision — because you understand what it means for a property when their technology isn’t working. This is a role for someone who is not afraid to pick up the phone and call a customer directly to fix a problem, who leads their team by example, and who gets energized by helping people grow. Our Customer Support Team: Our Customer Support team is where hospitality expertise meets technology — a remote group of former hoteliers and customer experience professionals who hold themselves to a high standard because they know the impact their work has on real properties around the world. We move fast, support each other, and genuinely care about the outcomes we deliver for our customers. If you lead by example, stay calm under pressure, and bring the kind of ownership mentality that comes from working in an operation that never sleeps, you’ll feel right at home here. What You Bring to the Team: * Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work * Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy * Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly * Champion a culture where the team takes ownership of outcomes and customers feel the difference — including picking up the phone when that’s what it takes to resolve an issue * Leverage Cloudbeds’ AI tools to improve team efficiency and help your team work smarter * Use customer feedback and ticket trend data to identify what isn’t working and fix it structurally — not just case by case * Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale * Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth What Sets You Up for Success: * Bring significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. This is a firm requirement for this role * Demonstrate 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture * Show strong technical aptitude and learning agility — you pick up new tools quickly, troubleshoot independently, and thrive in environments where the technology and processes are constantly evolving * Thrive in a fast-paced, high-change environment — Cloudbeds moves quickly, and the ability to lead your team through ambiguity and rapid iteration is essential to success in this role * Bring exceptional communication and interpersonal skills — comfortable engaging directly with customers at all levels, including in high-stakes or escalated situations * Fluent in English and Spanish — Spanish fluency is required. Portuguese is a strong additional plus and may be a deciding factor between otherwise comparable candidates Bonus Skills to Stand Out: * Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations is a strong differentiator * Created solutions and agents using AI to help improve efficiency and quality of customer service. #LI-AM1 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/153529-manager-customer-support-latam-2.md) > Annual salary information is not provided for this position. 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