Cloudbeds · United States
At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started.
About the Role
As a Customer Support Manager for Latin America (LATAM), you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision — because you understand what it means for a property when their technology isn't working. This is a role for someone who is not afraid to pick up the phone and call a customer directly to fix a problem, who leads their team by example, and who gets energized by helping people grow.
What You Will Do
Lead, coach, and develop a team of Customer Support Leads.
Bring firsthand hotel operations experience to every escalation, coaching conversation, and process decision.
Ensure exceptional support to hoteliers who depend on Cloudbeds.
Be comfortable picking up the phone to directly resolve customer issues.
Lead by example and foster a culture of ownership and accountability.
Support and mentor team members to improve performance and customer satisfaction.
Implement and optimize support processes to enhance efficiency and effectiveness.
Collaborate with cross-functional teams to improve product and service offerings.
What We Are Looking For
Direct experience in hotel or resort operations.
2+ years of experience leading or supervising a customer-facing team.
Strong technical aptitude and learning agility.
Fluent in English and Spanish.
Ability to thrive in a fast-paced, high-change environment.
Exceptional communication and interpersonal skills.
Proven ability to manage and develop high-performing teams.
Experience with customer support platforms and tools.
Understanding of hospitality industry trends and challenges.
Commitment to delivering exceptional customer service.
If you’re passionate about customer service, have a deep understanding of the hospitality industry, and thrive in a fast-paced, remote environment, we want to hear from you. Join us and help shape the future of hospitality technology.