Customer Support Coach

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Provide daily assistance and support to current hotel-property clients utilizing Cloudbeds software in English and Spanish and/or Portuguese.

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

• Troubleshoot and make outbound calls for escalated issues when necessary.

• Build customer relationships to enhance loyalty and retention while promoting software usage and adoption.

• Collect customer feedback and requirements for future software updates.

• Utilize training materials to remain up-to-date with system enhancements.

• Assist in creating tutorials by contributing content to the support-article database.

• Participate in company-wide online training sessions.

⛳️ Requirements

• Over 1 year of experience in the hospitality industry, including roles in hotels, hostels, BNBs, or similar, such as Front Desk, Night Auditor, Revenue Manager, General Manager, or comparable positions.

• Prior customer service experience or a similar background is advantageous.

• Native or fluent in English.

• Proficiency in Spanish and/or Portuguese is a plus.

• Exceptional written and verbal communication abilities.

• Strong empathy for customers and a commitment to their success.

• Skillful in leading diverse personality types.

• Highly organized, proactive, self-motivated, and a collaborative team player.

• Capable of multitasking and adapting to change in a fast-paced setting.

• Strong problem-solving capabilities and emotional regulation skills.

• High learning agility.

• Relevant educational background or over 2 years of demonstrated experience in the field.

• Proficient with computers and systems.

• Reliable internet/Wi-Fi connection.

• Resume must be submitted in English.

🏝️ Benefits

• Remote First, Remote Always.

• Paid Time Off in accordance with local labor standards.

• Monthly Wellness Fridays - enjoy an extended weekend every month.

• Fully Paid Parental Leave.

• Home office stipend based on country of residence.

• Professional development courses available through Cloudbeds University.

• Access to professional development opportunities, including manager training, upskilling, and knowledge transfer.