Onboarding Coach

What Makes Cloudbeds Unique At Cloudbeds , we're not just building software, we're transforming hospitality. Our platform powers hotels across 150 countries, processing billions in bookings annually. From boutique properties to large 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 continually been recognized for excellence, most recently earning top honors at the 2026 HotelTechAwards for Best Hotel Management Software and landing on Deloitte's Technology Fast 500 again, but we're just getting started. How You'll Make an Impact: As an Onboarding Coach, we’re looking for someone who truly understands hospitality and can step into our clients’ shoes to demonstrate how our system makes their lives easier. You’ll care for our clients and their properties just as you would for a guest in a hotel—always going the extra mile. In this role, you’ll train clients on the system, tailoring it to fit their needs as a hospitality business. By asking the right questions, you’ll get to know your clients and ensure that, by the end of the onboarding process, they have a complete understanding of and confidence in using the system. Our Customer Onboarding Team: As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto *“more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers. If you’re ready to make a difference and be part of an exciting journey, we’d love to have you on board! What You Bring to the Team: • Facilitate client onboarding, training, and ongoing support via video, phone, and email. • Resolve customer inquiries and troubleshoot escalated issues across multiple channels. • Partner with Sales to define success, demonstrate ROI, and drive retention. • Build strong client relationships to encourage loyalty and promote product adoption. • Develop a deep understanding of Cloudbeds’ products and customer needs. • Contribute to training materials and stay updated on system changes. • Record activities in Salesforce, gather feedback, and share insights for product improvements. What Sets You Up for Success: • Communicate product offerings clearly and synthesize feedback for internal teams. • Share customer insights and opportunities across departments to drive alignment. • Manage multiple projects or accounts with strong organizational and proactive skills. • Empower clients to become self-sufficient during onboarding and beyond. • Deliver exceptional communication with empathy and a customer-focused approach. • Bring over 1 year of hospitality experience in roles like Front Desk or Revenue Manager. • Have at least 2 years of relevant industry experience in customer-facing roles. • Fluency in English and Portuguese • Fluency in Spanish is also preferred NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH Work Authorization: Please note that applicants must be currently authorized to work in the location where the position is located without requiring visa sponsorship. At this time, Cloudbeds is unable to provide sponsorship for work visas. What to Expect - Your Journey with Us Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ team members across 40+ countries, bringing together elite engineers, AI architects, world-class designers, hoteliers, and hospitality vet