[Hiring] Customer Support Manager @Cloudbeds

Role Description

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.

• 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.

Qualifications

• 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.
• 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.

Requirements

• 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.

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.