Customer Support Coach

6 days ago

กรงเทพมหานคร, Thailand Third-Party Job Posts Full time

**What Makes Us Unique**

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.

**What You Will Do**:

- Assist and support our existing customers (hotel properties) daily in the use of our software in English or Thai
- Troubleshoot and make outbound calls for escalated issues when necessary
- Cultivate and maintain an excellent relationship with customers to build client loyalty/retention and promote increased usage and adoption of the software
- Gather customers' feedback and requirements for future releases of the software
- Use training materials to keep up-to-date with the latest system's updates
- Help create new tutorials as needed by contributing content to the database of support articles
- Attend company-wide online training sessions

**Key Competencies include**:

- Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients
- Able to lead to multiple personality types
- Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
- Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success The ability to multitask and cope with change, in a fast-paced working environment
- **You'll Succeed With**:

- 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles
- Previous experience in customer service or similar is a plus
- Native or Fluent in English
- Native or fluent Thai
- Excellent communication skills and a positive attitude
- Excellent problem-solving skills and emotional management
- Great levels of learning agility
- Compatible graduation course or more than 2 years of proven experience in the area
- Skill with computers and systems
- Excellent internet/wifi connection
- Note: This is a remote position that can be done anywhere

**ATTENTION: PLEASE SEND YOUR CV IN ENGLISH**

**What to Expect - Your Journey with Us**:
Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold - we're coding it, designing it, writing it and shipping it. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary.

**Company**Awards** to Check Out**:

- Best All-In-One Hotel Management System | HotelTechAwards (2025)
- Overall 10 Best Places to Work | HotelTechAwards (2025)
- Most Loved Workplace® Certified (2024)
- Top 10 People's Choice(2024)
- Deloitte Technology Fast 500 (2024)

**Discover our Benefits**:

- Remote First
- PTO in accordance with local labor requirements
- 2 corporate apartment accommodations for employee use for free (San Diego & São Paulo)
- Full Paid Parental Leave
- Home office stipend based on country of residency
- Professional development courses in Cloudbeds University
- Therapy + coaching sessions (limited per year)
- Access to professional development, including manager training, upskilling and knowledge transfer.

**Everyone is Welcome - A Culutre of Inclusion**:

- Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics._

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