Customer Support Lead
Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.
Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry’s biggest challenges.
From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:
- Hire the best people around the world;
- Emphasize the value of results over hours put in;
- Provide flexibility in working hours and locations;
- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.
As a Customer Support Lead, you will work closely with the Customer Support leadership to help build a team of elite Customer Support Coaches. You will make our company motto of “more reservations, happier guests” a reality by providing outstanding support to our customers and coaches around the world. To drive this point forward, you will be responsible for reviewing and aligning your team’s productivity to our overall departmental goals.
Location: Remote
Working shift options Mon-Fri (UTC):
- 10:30 - 19:30
- 12:00 - 21:00
- 13:30 - 22:30
- 15:00 - 0:00
- 16:30 - 1:30
What You Will Do:
- Be the point person for any issues or concerns of support team members.
- Be responsible for your team members’ ongoing career development, continued learning, general wellbeing, and frequently deliver feedback and coaching in support of these initiatives.
- As needed, you will participate in the interviewing and screening process of new Coaches.
- Take responsibility for the resource allocation of our support software, including managing the time off of team members, scheduling and ensuring that shifts are covered.
- Identify trends in support and strategically adjust manpower to fit the team’s needs. This may require a global effort and communication with teams in other locations, collaborating on joint projects and initiatives.
- Create and enforce KPIs based on individual and team performance.
- Be hands-on with your team to answer escalated calls and tickets for team members when needed.
- Serve as the communication link between upper management and your team members.
- Answer difficult product and service questions via the email ticketing system.
- Troubleshoot and make outbound calls for escalated issues.
- Work on projects to improve department processes and efficiency.
- Follow-up on customer feedback.
- Use training materials to keep up-to-date with the latest system updates.
- Attend company-wide online training sessions.
You’ll Succeed With:
- 1–2 years of experience with Cloudbeds support products and processes
- Previous experience in leadership jobs or similar is a plus
- Experience in hospitality/tourism
- Communication skills and a positive attitude
- Fluent English
- Problem-solving skills and emotional intelligence in management
- Compatible graduation course or more than 2 years of proven experience in the area
- Skilled with computers and systems
- Excellent internet/wifi connection
- Note: This is a remote position that can be done anywhere
Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!
Company Awards to Check Out!
- Fastest Growing Companies | Inc. 500 (2018 & 2019)
- Best Places to Work | Inc Magazine (2017 & 2018)
- Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)
- Best Property Management System | HotelTechReport (2021, 2022)
- Best Hotel Management Software | HotelTechReport (2022)
- Start-Ups to Watch | Forbes (2018)
- Best Startup Employers | Forbes (2020, 2022)
- Technology Fast 500 | Deloitte (2019, 2020, 2021)
- Top 100 North America | Red Herring (2020)
- Connect MIP Award (Technology)
Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at 858-201-7832 or via email at accomodations@cloudbeds.com. Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.