- Facilitate client onboarding, training, and support via video, phone, and email.
- Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
- Partner with Sales to define success, demonstrate ROI, and drive retention.
Cloudbeds
7 open remote positions
Cloudbeds builds a unified platform for hospitality, powering properties across 150 countries. With over 650 employees in 40+ countries, they are a diverse, remote-first team focused on AI-driven innovation.
Benefits Overview 7 of 7 jobs
Home Office Stipend
(7)
PTO
(7)
Parental Leave
(7)
Professional Development
(7)
Wellness Fridays
(7)
Remote Work
(2)
Open Positions
- Lead and scale the onboarding function for Cloudbeds' fastest-growing mid-market customer segment, guiding customers from contract to go-live and adoption.
- Build standardized onboarding frameworks, SOPs, and metrics for complex multi-property deployments, ensuring world-class customer experience and repeatable processes.
- Partner cross-functionally with Sales, Product, Support, and Account Management to bridge sales promises with delivery, and serve as senior escalation point for complex deployments.
- Champion the critical post-launch period, providing high-touch support and personalized guidance to hoteliers transitioning to their live environment.
- Leverage AI tools and automation to resolve repetitive technical issues, freeing up time for strategic troubleshooting and deep product adoption.
- Manage tight SLAs and collaborate across time zones to ensure clients feel supported and confident from day one.
- Act as a strategic operational partner during the critical post-launch window, empowering clients to transform their properties.
- Analyze live data flows, troubleshoot integrations, and design processes to eliminate live-environment friction.
- Personalize every interaction, shielding clients from technical overwhelm and delivering an experience of Unreasonable Hospitality.
- Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention.
- Apply deep hospitality or hospitality-technology experience to every escalation and process decision, understanding property operations and distribution.
- Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way, prioritizing accuracy over scale.
- Lead and manage a high-performing agile software team building AI-powered revenue intelligence solutions for the hospitality industry.
- Actively contribute to the codebase, conduct code reviews, and mentor developers to deliver high-quality software.
- Drive process optimization, automation, and best practices to enhance team productivity and scalability.
- Own the operational backbone of the global support organization by designing and improving systems, workflows, automation, reporting, and AI tools.
- Lead the implementation of AI-driven support capabilities and build forecasting models for support demand to optimize staffing and efficiency.
- Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations to align customer-facing processes and drive structural improvements.