Job Description

Cloudbeds is the fastest growing hospitality management suite in the world, providing tools to manage independent properties of any type and size. We make award-winning cloud-based hospitality software that’s trusted by more than 20,000 hotels, hostels, inns, and alternative accommodations in over 157 countries. Our 400+ team members are distributed across over 40 countries and altogether we speak 40+ languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe. We’re looking for people who want to disrupt the travel industry and love to travel as much as we do.

As a Customer Support Manager, you will work closely with the Customer Support leadership team to help build a team of elite Customer Support Coaches. As a Customer Support Manager, you will make our company motto of “more reservations, happier guests” a reality by providing outstanding support to our customers around the world.   

Location: US - East Coast Preferred  

What You Will Do:

• Handle a team of team leads and serves as a coach, mentor, and leader to the support team. 
• Manage the day-to-day operations, goal setting, performance management, and growth of our coaches and team leaders
• Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs)
• Be the point person for any issues or concerns of support team members and leads during shift
• Prepare and complete action plans, relaying quality customer support standards, and resolving any departmental issues/problems
• Be responsible for your team members’ ongoing career development, continued learning, general wellbeing, and frequently deliver feedback and coaching in support of these initiatives
• Manage customer escalations to create positive outcomes and creative problem-solving
• Make decisions on refunds and work on projects related to the support team.
• As needed: Participate through 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 making sure 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 initiative
• Create and enforce KPIs based on individual and team performance.
• Be in the trenches, being hands-on with your team answering 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 an 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: 

• At least 2 years of SaaS or similar experience 
• 2-3 years management or leadership experience
• Hospitality experience is a plus
• Previous experience in customer service jobs or similar
• Exceptional communication skills and a positive attitude
• Fluent English
• Fluent Portuguese or Spanish is a differential and a plus
• Ability to think creatively and strategically
• Ability to multitask and work under pressure and to identify issues and work to resolve them
• Problem-solving skills and emotional 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 PTO policy and the opportunity to travel and work remotely with great people. To make it easy for our team to travel we offer 2 corporate apartment accommodations near our San Diego and Sao Paulo offices. At Cloudbeds we are dedicated to your personal and professional development. You will have access to over 10,000 courses within LinkedIn Learning when you join our team for your unique individual growth! 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)

Start-Ups to Watch | Forbes (2018)

Best Startup Employers | Forbes (2020)

Technology Fast 500 | Deloitte (2020)

Top 100 North America | Red Herring (2020)

Powered by JazzHR

LizSRo8Xtf