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Customer Support Lead

hace 3 meses

Buenos Aires, Argentina Third-Party Job Posts A tiempo completo

Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types. Named the No. 1 PMS and No. 1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:

- Hire the best people around the world;
- Emphasize the value of results over hours put in;
- Provide flexibility in working hours and locations;
- Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
- Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

As a **Customer Support Lead**,** you will work closely with the Customer Support leadership to help build a team of elite Customer Support Coaches. You will make our company motto of "more reservations, happier guests" a reality by providing outstanding support to our customers and coaches around the world. To drive this point forward, you will be responsible for reviewing and aligning your team's productivity to our overall departmental goals.

Required Shift:

- 6:00 - 15:00 UTC
- 11:00 - 20:00 UTC
- 18:30 - 3:30 UTC

**What You Will Do**:

- Be the point person for any issues or concerns of support team members.
- Be responsible for your team members' ongoing career development, continued learning, general wellbeing, and frequently deliver feedback and coaching in support of these initiatives.
- As needed, you will participate in 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 ensuring that 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 initiatives.
- Create and enforce KPIs based on individual and team performance.
- Be hands-on with your team to answer escalated calls and tickets for team members when needed.
- Serve as the communication link between upper management and your team members.
- 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**:

- 1-2 years of experience with Cloudbeds support products and processes
- Previous experience in leadership jobs or similar is a plus
- Experience in hospitality/tourism
- Communication skills and a positive attitude
- Fluent English
- Problem-solving skills and emotional intelligence in 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 Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. 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**:

- Best Places to Work | HotelTechReport (2018-2023)
- Best PMS | HotelTechReport (2021-2023)
- Technology Fast 500 | Deloitte (2023)
- Fastest Growing Companies | Inc. 5000 (2022)
- Best Startup Employers | Forbes (2022)
- Best Remote Companies to Work | BuiltIn (2022)
- 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._