Cloudbeds
Hospitality
Manager,CustomerSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Customer Support at Cloudbeds. Skills: Leading customer support teams, Hotel operations expertise, Customer issue resolution, Team development and coaching. Lead, coach, and develop a team of Customer Support Leads. Act as the primary escalation point for complex customer issues”
What You'll Achieve.
Deliver exceptional support to hoteliers; Drive resolution with urgency and empathy; Improve team efficiency; Improve service quality at scale
Industry & Context.
Troubleshoot independently; Fix issues structurally
What They're Looking For.
Must Have
Significant direct experience in hotel or resort operations — front office, property management, revenue management, F&B, or events at a quality independent, managed, or branded property, 2+ years of experience leading or supervising a customer-facing team, with a proven ability to set goals, coach performance, and build a collaborative remote culture, Technical aptitude and learning agility, Ability to lead your team through ambiguity and rapid iteration, Exceptional communication and interpersonal skills, Fluent in English and Spanish
Nice to Have
Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations, Prior experience in a customer support, customer success, or customer experience role within a SaaS or hospitality technology environment, Portuguese fluency
What You'll Do.
and develop a team of Customer Support Leads
Act as the primary escalation point for complex customer issues
Own and drive key support metrics
Champion a culture where the team takes ownership of outcomes
Leverage Cloudbeds' AI tools to improve team efficiency
Use customer feedback and ticket trend data to identify and fix issues structurally
Partner cross-functionally with Product
and retain team members
How You'll Work.
Team & Collaboration
Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale
Communication Scope
Exceptional communication and interpersonal skills; Comfortable engaging directly with customers at all levels, including in high-stakes or escalated situations
Full Job Description
What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to 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 become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. How You'll Make an Impact: As a Customer Support Manager for Europe, you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision — because you understand what it means for a property when their technology isn't working. This is a role for someone who is not afraid to pick up the phone and call a customer directly to fix a problem, who leads their team by example, and who gets energized by helping people grow. Our Customer Support Team: Our Customer Support team is where hospitality expertise meets technology — a remote group of former hoteliers and customer experience professionals who hold themselves to a high standard because they know the impact their work has on real properties around the world. We move fast, support each other, and genuinely care about the outcomes we deliver for our customers. If you lead by example, stay calm under pressure, and bring the kind of ownership mentality that comes from working in an operation that never sleeps, you'll feel right at home here. What You Bring to the Team: Lead, coach,
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