💼 About This Role

You'll lead 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 and coaching conversation. This is a role for someone who leads by example and gets energized by helping people grow.

🎯 What You'll Do

• Lead and develop a team of Customer Support Leads
• Act as primary escalation point for complex customer issues
• Own and drive key support metrics including CSAT, NPS, SLA
• Use customer feedback to identify and fix structural issues

📋 Requirements

• Hotel operations experience in front office or property management
• 2+ years of experience leading a customer-facing team
• Strong technical aptitude and learning agility
• Fluent in English and Spanish

✨ Nice to Have

• Experience with mid-market or multi-property hospitality
• Prior experience in a SaaS or hospitality technology environment
• Portuguese fluency is a strong plus

🎁 Benefits & Perks

• 🏖️ Remote First, Remote Always
• 🗓️ PTO in accordance with local labor requirements
• 💆 Monthly Wellness Fridays

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Application Review· 1 week
2. 2Recruiter Screen· 30 min
3. 3Hiring Manager Interview· 1 hour
4. 4Panel Interview· 1 hour