Onboarding Coach - Europe

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.

Together we're on a mission to power every property in the world and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar Onboarding Coach.

We’re looking for Onboarding Coaches who want to disrupt the travel industry and love to travel as much as we do. As an Onboarding Coach, you will make our company motto of “more reservations, happier guests” a reality by providing outstanding hospitality support and onboarding to our customers around the world. Please also note that this is an entry-level position.

Location: Remote

What You Will Do:

Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform thru video conferencing, phone calls and emails

Follow up with new accounts and assist with the onboarding process

Assist and support our existing customers (hotel properties) daily in the use of our software in English and other languages.

Partner and work closely with Sales to define and achieve customers’ success criteria, demonstrate ROI, and ensure customer renewal with Cloudbeds product suite.

Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers.

Answer product and service questions via our email ticketing system

Troubleshoot and make outbound calls for escalated issues and onboarding calls

Use training materials to keep up-to-date with the latest system updates

Attend company-wide online training sessions

Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products.

Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions.

Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software.

Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives.

Gather client feedback and requirements for future releases of the software.

Enter critical support and activity notes in salesforce

Help create and/or translate new tutorials as needed by contributing content to the database of support articles

You’ll Succeed With:

1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles, and/or Online Travel Agency or Hospitality technology experience

Helpful to have experience with Zendesk, Salesforce, hospitality technology such as property management systems.

Experience in hospitality/tourism

Communication skills and a positive attitude

Fluent English

Required - Spanish and/or Portuguese language skills

Problem-solving skills and emotional management

More than 2 years of proven experience in the area

Skill with computers and systems

Excellent internet/wifi connection

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.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided reasonable accommodations in the hiring process. We encourage deaf, hard of hearing, deaf-blind, and deaf-disabled individuals to apply. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions, please contact our HR team by phone at or via email at . Cloudbeds will provide an American Sign Language (ASL) interpreter where needed as a reasonable accommodation for the hiring processes.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.