Customer Support Lead

hace 5 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.

**What You Will Do**:

- Lead and manage frontline customer support teams.
- Manage escalations from customers, internal teams, and leadership, and plays proactively during system outages to coordinate resolution efforts and minimize impact on customer experience.
- Demonstrate expert knowledge of the Cloudbeds suite of products with the ability to troubleshoot, identify, and escalate possible bugs and issues through the JIRA platform.
- Conduct 1:1 meetings with team members, as well as be responsible for ongoing career development and continuous learning. Regularly deliver feedback and coaching initiatives to address behavioral and performance issues.
- Ensure team staffing levels are balanced to meet service goals and volume in day to day operations.
- Provide suggestions and take ownership of projects to improve department processes and efficiency.
- Be an active participant in providing exceptional customer service with every interaction by assisting the customer support team in quickly resolving customer issues, identifying and participating in quickly and effectively de-escalating situations, and proactively following up on customer feedback.
- Able to test in-house and write work requests/JIRA tickets.
- Collect and provide training recommendations and feedback for enhanced working knowledge of support coaches.
- Conduct an advanced level of training for internal needs.
- Promote a positive team/work environment and exhibit strong leadership qualities.
- Follow up on customer's satisfaction feedback, providing constructive feedback to support coaches, and offering strategic suggestions to enhance overall team performance and improve customer satisfaction metrics.

**Required**:

- Minimum of two years experience in a customer support supervisor role or similar.
- Familiarity with customer support operations in a fast-paced SaaS environment.
- Excellent communication skills (written and oral in English) and interpersonal skills.
- Must possess excellent customer service skills and problem-solving skills
- Strong coaching and people development skills
- Experience with Zendesk or similar ticketing platforms.
- Experience in hospitality/tourism is preferred.
- Excellent internet/Wi-Fi connection.
- Spanish and/ or Portuguese is a plus

**Key Competencies**:

- Strong Leadership Skills: Ability to lead and motivate a team of customer support representatives, providing guidance, coaching, and feedback to help excel in their roles
- Customer-Focused Mindset: A passion for delivering exceptional customer service and a commitment to meeting and exceeding customer expectations
- Team Collaboration: Demonstrated experience in collaborating effectively with cross-functional teams in product, sales, account management, and onboarding.
- Technical Proficiency: Ability to quickly learn, navigate, and troubleshoot new technologies and platforms
- Analytical Thinking: Capacity to analyze customer support metrics and data to identify trends and areas for improvement, leading to enhanced efficiency and customer satisfaction.

Note: This is a remote positio

  • Technical Customer Support Specialist

    hace 5 meses

    Buenos Aires, Argentina Builder Lead Converter A tiempo completo

    **Builder Lead Converter**: **Technical Customer Support Specialist (TCSS)**: **Builder Lead Converter**, a leading Software With a Service (SwaS) company specializing in remodeler & home builder lead generation and sales, is seeking a talented and dedicated **Technical Customer Success Specialist (TCSS)** to join our team and contribute to our mission of...

  • Administrative Support Specialist

    hace 3 semanas

    Buenos Aires, Argentina Sirius Support A tiempo completo

    About the Virtual Assistant position at Sirius SupportWe are seeking a highly skilled Virtual Assistant to provide administrative support to our team while working remotely. As a Virtual Assistant, you will be responsible for handling administrative projects and delivering high-quality work under minimum supervision.You will be required to have experience in...

  • Support Analyst Team Lead

    hace 5 meses

    Buenos Aires, Argentina Hansen Technologies A tiempo completo

    About The Role The Support Analyst Team Lead is responsible for leading a team of Support Analysts that will provide services to our global Utility CIS customers. You will be responsible for the management of relevant SLAs, adoption of application support standards and guidelines, and successful communication of Support matters to the customers as well as...

  • Administrative Support Specialist

    hace 4 semanas

    Buenos Aires, Argentina Sirius Support A tiempo completo

    About the Virtual Assistant positionWe are seeking a highly skilled Virtual Assistant to provide administrative support to our team while working remotely. As a key member of our team, you will be responsible for handling administrative projects and delivering high-quality work with minimal supervision.The ideal candidate will have experience in fulfilling...

  • Technical Support Lead

    hace 5 meses

    Buenos Aires, Argentina Siena AI A tiempo completo

    **About us**: At Siena we are revolutionizing the customer service industry with the world's first autonomous AI customer service agents. We are a remote-first startup that's passionate about enabling machines to engage in delightful and empathic conversations. Siena is the first of its kind, designed to work out-of-the-box to interact with customers across...

  • Customer Support Specialist

    hace 4 semanas

    Buenos Aires, Argentina SupportYourApp A tiempo completo

    Customer Support SpecialistAre you passionate about delivering exceptional customer experiences?We're seeking a skilled Customer Support Specialist to join our team at SupportYourApp. As a key member of our support team, you'll be responsible for providing top-notch support to our clients and their customers.Key Responsibilities:Respond to customer inquiries...

  • Customer Support Representative

    hace 3 semanas

    Buenos Aires, Buenos Aires C.F., Argentina Labster A tiempo completo

    Job SummaryWe are seeking a highly skilled Customer Support Representative to join our team at Labster. As a key member of our customer support team, you will be responsible for providing exceptional support to our clients through various channels.Key ResponsibilitiesAnswer live chat queries on Intercom and manage to expected SLA'sMaintain a knowledge base...

  • Customer Support Specialist

    hace 5 meses

    Buenos Aires, Argentina Sur A tiempo completo

    We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services. Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent...

  • Customer Support Specialist

    hace 3 semanas

    Buenos Aires, Buenos Aires C.F., Argentina SupportYourApp A tiempo completo

    Unlock Your Potential in Customer SupportAre you passionate about delivering exceptional customer experiences? Do you have a knack for problem-solving and a passion for technology?We're looking for a skilled Customer Support Consultant to join our team at SupportYourApp. As a key member of our support team, you'll be responsible for providing top-notch...

  • Customer Support

    hace 3 meses

    Buenos Aires, Argentina Webxloo, LLC A tiempo completo

    RESPONSIBILITIES: - Assist clients with product inquiries, troubleshooting, and technical support - Conduct outbound calls to follow up on customer inquiries and resolve any outstanding issues - Maintain accurate and detailed records of customer interactions and transactions - Collaborate with internal teams to escalate and resolve complex customer issues -...

  • Customer Support Specialist

    hace 4 semanas

    Buenos Aires, Argentina SupportYourApp A tiempo completo

    {"title": "Customer Support Consultant", "description": "Unlock Your Potential in a Multicultural EnvironmentAre you passionate about technology and customer support?We're looking for a skilled Customer Support Consultant to join our team at SupportYourApp, a leading Support-as-a-Service company.As a Customer Support Consultant, you will be responsible for...

  • Customer Support Specialist

    hace 1 mes

    Buenos Aires, Argentina Flipdish A tiempo completo

    About FlipdishWe're a leading provider of innovative technology solutions for independent restaurants and takeaways. Our mission is to empower these businesses to thrive in a rapidly changing market.Job SummaryWe're seeking a highly motivated and customer-focused Technical Customer Support Executive to join our team. As a key member of our support team, you...

  • Customer Care Support Intern

    hace 4 semanas

    Martínez, Buenos Aires, Argentina Givaudan A tiempo completo

    Step into our world of creativity and joy! Customer Care Support Intern - Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good....

  • Customer Support Executive

    hace 5 meses

    Buenos Aires, Argentina REsimpli A tiempo completo

    We are a pioneering SaaS company transforming the real estate industry with our innovative technology solutions. We’re seeking a dynamic Customer Support Executive to bolster our growing team and deliver superior service to our valued clients. **Responsibilities**: 2. Run interactive software demos, showcasing our product’s unique benefits. 3. Log,...

  • Director of Research Operations

    hace 4 semanas

    Buenos Aires, Argentina Mindtech A tiempo completo

    Director of Research Operations & Customer Support Mindtech is your gateway to exciting and impactful tech projects. We specialize in end-to-end software outsourcing, linking Latin American talent with global opportunities. Our fast, cost-effective approach ensures that our clients receive exceptional service and innovative solutions. With a diverse team of...

  • Customer Support Representative

    hace 4 semanas

    Buenos Aires, Argentina Monese A tiempo completo

    About MoneseAt Monese, we're on a mission to revolutionize the way people live their lives in a global world. As a digital alternative to banks, we're empowering individuals with award-winning financial products that are changing lives.We're backed by top investors, including HSBC, Kinnevik, Investec, and PayPal, with over $200m in funding to date. Our team...

  • Customer Support Specialist

    hace 3 semanas

    Buenos Aires, Buenos Aires C.F., Argentina SupportYourApp A tiempo completo

    Unlock Your Potential as a Customer Support SpecialistAre you passionate about delivering exceptional customer experiences? Do you have a knack for technical problem-solving and a flair for communication? We're looking for a talented Customer Support Specialist to join our team at SupportYourApp.Key Responsibilities:Provide top-notch customer and technical...

  • Director of Research Operations

    hace 4 semanas

    Buenos Aires, Argentina https:www.energyjobline.comsitemap.xml A tiempo completo

    Director of Research Operations & Customer Support Mindtech is your gateway to exciting and impactful tech projects. We specialize in end-to-end software outsourcing, linking Latin American talent with global opportunities. Our fast, cost-effective approach ensures that our clients receive exceptional service and innovative solutions. With a diverse team of...

  • Customer Support Specialist

    hace 4 semanas

    Buenos Aires, Argentina Flipdish A tiempo completo

    About this roleAt Flipdish, we're looking for a skilled Technical Customer Support Executive to join our team. As a key member of our support team, you will be responsible for providing exceptional customer support to our clients, ensuring their needs are met and their issues are resolved in a timely and professional manner.Key responsibilities:Provide...

  • Customer Support Executive

    hace 5 meses

    Buenos Aires, Argentina RedCloud A tiempo completo

    **Customer Support Executive at RedCloud**: **About RedCloud**: RedCloud is at the forefront of redefining how trade is conducted in emerging markets, leveraging state-of-the-art AI technology. Our Intelligent Open Commerce Platform is a catalyst for change, connecting FMCG Brands, Distributors, and Local Merchants and paving the way for data-driven decision...