Customer Support Coach

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

📋 Description

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

• Foster customer relationships to enhance loyalty, retention, software usage, and adoption.

• Collect customer feedback and requirements for future software updates.

• Utilize training materials to remain updated with system enhancements.

• Assist in creating tutorials and contribute content to the support-article database.

• Participate in company-wide online training sessions.

⛳️ Requirements

• A minimum of 1 year of experience in hospitality within hotels, hostels, BNBs, or similar settings, including roles such as Front Desk, Night Auditor, Revenue Manager, General Manager, or analogous positions.

• Previous experience in customer service or related fields is advantageous.

• Native or fluent in English.

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

• Exceptional written and verbal communication skills.

• Strong empathy, emotional intelligence, and emotional regulation.

• Outstanding problem-solving abilities.

• Capability to multitask and adapt to change in a fast-paced environment.

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

• Relevant degree 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 regulations.

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

• Fully Paid Parental Leave.

• Home office stipend based on country of residence.

• Access to professional development courses through Cloudbeds University.

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