Customer Support Coach

This is a fully remote position, open to applicants in Belgium, +5 more countries.

📋 Description

• Provide daily assistance and support to existing hotel-property customers in utilizing Cloudbeds software.

• Address customer inquiries through phone, email, chat, or other customer support channels.

• Troubleshoot issues and make outbound calls for escalated concerns.

• Cultivate strong customer relationships to enhance loyalty, retention, and software utilization.

• Collect customer feedback and requirements for upcoming software releases.

• Utilize training materials and participate in company-wide online training sessions to remain updated on system enhancements.

• Develop training materials, refresh support resources, and convey valuable customer insights.

⛳️ Requirements

• Minimum of 1 year of practical, front-of-house hospitality operations experience at a hotel or resort — including roles such as Front Desk, Night Auditor, Guest Services, Revenue Manager, Assistant Manager, or similar positions at a quality establishment.

• Experience in airlines, events, or food & beverage sectors does not fulfill the experience criteria.

• Prior experience in customer service or a related field is advantageous.

• Proficient or fluent in English.

• Proficient or fluent in Spanish, Portuguese, French, or German.

• Strong communication skills coupled with a positive demeanor.

• Excellent problem-solving abilities and emotional intelligence.

• High levels of adaptability in learning.

• A relevant degree or over 2 years of documented experience in the field.

• Proficient in using computers and various systems.

• Reliable internet/wifi connection.

• Must have the legal authorization to work in the location of the position without the need for visa sponsorship.

🏝️ Benefits

• Fully Remote, with a Remote-First approach.

• Paid Time Off in line with local labor laws.

• Comprehensive Paid Parental Leave.

• Home office allowance based on country of residence.

• Access to professional development courses through Cloudbeds University.

• Opportunities for professional growth, including manager training, skill enhancement, and knowledge transfer.