[Hiring] Customer Support Coach @Cloudbeds

Role Description

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.

Qualifications

• 1+ years of hands-on, front-of-house hospitality operations experience at a hotel or resort (Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar role at a quality property).
• Previous experience in customer service or similar is a plus.
• Native or Fluent in English and Thai.
• 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.

Requirements

• 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.

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.