Customer Support Coach

Cloudbeds

Customer Support Coach assisting hotel properties with Cloudbeds hospitality software. Resolving customer issues, gathering product feedback, and supporting adoption through phone, email, and chat.

Posted 8/18/2026full-timeRemote • 🇮🇩 IndonesiaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on relationship building and retention in the hospitality industry. Proficient in using Cloudbeds software and capable of providing support in English, Spanish, and/or Portuguese.

Highest-signal resume keywords

Cloudbeds Software ProficiencyBilingual Communication (English, Spanish, Portuguese)Customer Relationship ManagementHospitality Experience (Hotels, Hostels, BNBs)Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Cloudbeds SoftwareCustomer ServiceTroubleshootingTutorial CreationFeedback GatheringComputer SkillsInternet/Wi-Fi Proficiency

Soft Skills

EmpathyOrganizational SkillsProactivityTeam PlayerLearning Agility

Industry Keywords

Hospitality ExperienceFront DeskNight AuditorRevenue ManagerGeneral Manager

About the role

Key responsibilities & impact

Assist and support existing hotel-property customers daily in using Cloudbeds software in English and Spanish and/or Portuguese
Resolve customer complaints and questions via phone, email, chat, or other support channels
Troubleshoot and make outbound calls for escalated issues when necessary
Cultivate customer relationships to build loyalty and retention and promote software usage and adoption
Gather customer feedback and requirements for future software releases
Use training materials to stay current with system updates
Help create tutorials by contributing content to the support-article database
Attend company-wide online training sessions

Requirements

What you’ll need

1+ years of hospitality experience in hotels, hostels, BNBs or similar, including Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles
Previous customer service or similar experience is a plus
Native or fluent in English
Native or fluent Spanish and/or Portuguese is a plus
Excellent written and verbal communication skills
Strong empathy for customers and their success
Ability to lead multiple personality types
Highly organized, proactive, self-starter, and team player
Ability to multitask and cope with change in a fast-paced environment
Excellent problem-solving skills and emotional management
Great learning agility
Compatible graduation course or more than 2 years of proven experience in the area
Skill with computers and systems
Excellent internet/Wi-Fi connection
CV must be submitted in English

Benefits

Comp & perks

Remote First, Remote Always
PTO in accordance with local labor requirements
Monthly Wellness Fridays - enjoy an extra-long weekend every month
Fully Paid Parental Leave
Home office stipend based on country of residency
Professional development courses in Cloudbeds University
Access to professional development, including manager training, upskilling and knowledge transfer