Advanced Support Lead

At Cloudbeds we’re on a mission to power every property in the world. We are on the lookout for exceptional Advanced Support talent driven to transform the hospitality industry.

As an Advanced Support Lead you’ll play a vital role in delivering exceptional support experiences to our clients while mentoring and managing a team of Advanced Support Specialists. You'll act as the escalation point for complex technical issues oversee resource allocation and lead process improvements to enhance team efficiency and client satisfaction. Collaborating closely with cross-functional teams you’ll identify trends resolve challenges and contribute to the ongoing success of our customers and products.

Our Support Team

Our Support Team is dedicated to solving customer challenges with precision and empathy. We pride ourselves on our collaborative and innovative approach to improving customer outcomes fostering a culture of learning and creating meaningful impact across the organization.

What You Will Do:

• Lead and mentor a global team of Advanced Support Specialists including career development coaching and regular feedback.

• Act as an escalation point for resolving complex technical issues including troubleshooting software hardware and network problems.

• Manage resource allocation and scheduling ensuring appropriate coverage for shifts and time-off requests.

• Collaborate with cross-functional teams to identify and address trends implement new processes and improve overall efficiency.

• Oversee the pilot implementation process for new initiatives coordinating with product teams and customers.

• Conduct team meetings one-on-ones and performance reviews to align on goals and support team success.

• Contribute to the development and refinement of department processes as the company and market evolve.

• Occasionally work shifts over weekends and holidays to ensure team coverage and support continuity.

You’ll Succeed With:

• 1–2 years of leadership or management experience (Lead or higher).

• Strong technical troubleshooting skills across software.

• Familiarity with hospitality technology solutions such as property management systems or guest experience platforms.

• Proficiency in Zendesk

• Experience using Slack for communication and collaboration.

• Excellent communication skills both written and verbal with the ability to explain technical concepts to non-technical audiences.

• A customer-focused mindset and a passion for delivering exceptional support experiences.

• Strong problem-solving organizational and decision-making abilities.

• Alignment with Cloudbeds' core values (e.g. Grit Kaizen Positive Intent Mop Bucket Attitude).

Nice to Have:

• Familiarity with GSuite applications.

• Knowledge of Jira or Atlassian tools.

• Basic knowledge of HTML CSS XML JavaScript SQL JSON and API architecture.

• Proficiency in Spanish and/or Portuguese.

***Please submit resumes in English***

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