Customer Support Coach

What You Will Do:

• Assist and support our existing customers (hotel properties) daily in the use of our software in English and Spanish and/or Portuguese

• Resolve customers' complaints/questions via phone email chat or any other media that Cloudbeds uses to help customers

• Troubleshoot and make outbound calls for escalated issues when necessary

• Cultivate and maintain an excellent relationship with customers to build client loyalty/retention and promote increased usage and adoption of the software

• Gather customers' feedback and requirements for future releases of the software

• Use training materials to keep up-to-date with the latest system's updates

• Help create new tutorials as needed by contributing content to the database of support articles

• Attend company-wide online training sessions

Key Competencies include:

• Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients

• Able to lead to multiple personality types

• Highly organized proactive self-starter and team player with a love of continually improving the processes around you.

• Communication and Emotional Intelligence: Outstanding written and verbal communication skills coupled with strong empathy for customers and their success

• The ability to multitask and cope with change in a fast-paced working environment

You’ll Succeed With:

• 1+ years of hospitality experience in hotels hostels BNBs or similar with Front Desk Night Auditor Revenue Manager General Manager or similar roles

• Previous experience in customer service or similar is a plus

• Native or Fluent in English

• Native or fluent Spanish is required. Proficiency in Portuguese is not required but considered a plus

• Excellent communication skills and a positive attitude

• Excellent problem-solving skills and emotional management

• Great levels of learning agility

• Compatible graduation course or more than 2 years of proven experience in the area

• Skill with computers and systems

• Excellent internet/wifi connection

• Note: This is a remote position that can be done anywhere

*ATTENTION: PLEASE SEND YOUR CV IN ENGLISH!*