Advanced Support Lead

Cloudbeds is the leading platform redefining the concept of PMS for the hospitality industry, serving tens of thousands of properties in more than 150 countries worldwide. Built from the ground up to be masterfully unified and scalable, the award-winning Cloudbeds Platform brings together built-in and integrated solutions that modernize hotel operations, distribution, guest experience, and data & analytics.

Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages. We are engineers and designers, hotel managers and travel agents, and experts on everything from big data to e-commerce to compliance. The Cloudbeds 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 and tenets that allow our team to thrive. This means we:

- Embrace Remote First, Remote Always culture
- Hire the best people around the world;
- Prioritize our customers and results over titles
- Foster an inclusive culture that celebrates bold thinking and diverse perspectives;
- Offer open vacation time, flexible paid holidays, and company-wide mental health days;
- Provide access to professional development, including manager training, upskilling and knowledge transfer

At **Cloudbeds**, we're on a mission to power every property in the world. We are on the lookout for exceptional Advanced Support talent, driven to transform the hospitality industry.

As an **Advanced Support Lead**, you'll play a vital role in delivering exceptional support experiences to our clients while mentoring and managing a team of Advanced Support Specialists. You'll act as the escalation point for complex technical issues, oversee resource allocation, and lead process improvements to enhance team efficiency and client satisfaction. Collaborating closely with cross-functional teams, you'll identify trends, resolve challenges, and contribute to the ongoing success of our customers and products.

**Our Support Team**

Our Support Team is dedicated to solving customer challenges with precision and empathy. We pride ourselves on our collaborative and innovative approach to improving customer outcomes, fostering a culture of learning, and creating meaningful impact across the organization.

**What You Will Do**:

- Lead and mentor a global team of Advanced Support Specialists, including career development, coaching, and regular feedback.
- Act as an escalation point for resolving complex technical issues, including troubleshooting software, hardware, and network problems.
- Manage resource allocation and scheduling, ensuring appropriate coverage for shifts and time-off requests.
- Collaborate with cross-functional teams to identify and address trends, implement new processes, and improve overall efficiency.
- Oversee the pilot implementation process for new initiatives, coordinating with product teams and customers.
- Conduct team meetings, one-on-ones, and performance reviews to align on goals and support team success.
- Contribute to the development and refinement of department processes as the company and market evolve.
- Occasionally work shifts over weekends and holidays to ensure team coverage and support continuity.

**You'll Succeed With**:

- 1-2 years of leadership or management experience (Lead or higher).
- Strong technical troubleshooting skills across software.
- Familiarity with hospitality technology solutions, such as property management systems or guest experience platforms.
- Proficiency in Zendesk
- Experience using Slack for communication and collaboration.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
- A customer-focused mindset and a passion for delivering exceptional support experiences.
- Strong problem-solving, organizational, and decision-making abilities.
- Alignment with Cloudbeds' core values (e.g., Grit, Kaizen, Positive Intent, Mop Bucket Attitude).

**Nice to Have**:

- Knowledge of Jira or Atlassian tools.
- Basic knowledge of HTML, CSS, XML, JavaScript, SQL, JSON, and API architecture.
- Proficiency in Spanish and/or Portuguese.

**Please submit resumes in English**

LI-REMOTE #LI-AM1

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)- Most Loved Workplace® Certified (2024)- Fastest