[Hiring] Advanced Support Coach for Payments @Cloudbeds

Role Description

As an Advanced Support Coach for Payments, you'll be the go-to expert for CB Pay issues: chargebacks, payouts, disputes, and reconciliation, the kind of cases where real money, and real trust, are on the line. You won't just be reactive: you'll also help hoteliers get set up for success with payments from day one through proactive onboarding and enablement. You'll be a product advocate too, feeding what you learn from real payment issues back to our product team so the next customer doesn't hit the same wall. This role sits at the intersection of hospitality, fintech, and genuine customer care, and you'll need to be comfortable working through incomplete information to get to the right answer.

Qualifications

• Hospitality operations experience, ideally with a track record of growth in the role
• A few years of experience in payments or fintech
• Comfortable working with numbers and reporting
• Strong problem-solving skills, able to dig deep into complex, technical payment issues
• Excellent written and verbal communication skills

Requirements

• Serve as the advanced point of contact for CB Pay issues, including chargebacks, payouts, disputes, and reconciliation, where the financial and reputational stakes are real
• Proactively support hoteliers through payments onboarding and enablement, not just reactive troubleshooting
• Investigate and resolve complex payment issues, working through incomplete or unclear information to get to the right answer
• Act as a product advocate, feeding what you learn from real payment issues back to Product and Engineering
• Educate customers on payments best practices to reduce future disputes and chargebacks
• Track and report on case outcomes and payments-related trends

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