How You'll Make an Impact:
- Lead, coach, and develop a team of Customer Support Leads — setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work
- Act as the primary escalation point for complex customer issues, drawing on your hotel operations background to understand the real business impact and drive resolution with urgency and empathy
- Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly
What Sets You Up for Success:
- Bring significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property. This is a firm requirement for this role
- Demonstrate 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture
- Show strong technical aptitude and learning agility — you pick up new tools quickly, troubleshoot independently, and thrive in environments where the technology and processes are constantly evolving
Discover our Benefits:
- Remote First, Remote Always
- PTO in accordance with local labor requirements
- Monthly Wellness Fridays - enjoy an extra long weekend every month
Cloudbeds
Cloudbeds is transforming hospitality with its intelligently designed platform that powers properties across 150 countries. As a completely remote team of 650+ employees across 40+ countries, we're bringing together engineers, AI architects, world-class designers, and hospitality veterans.