Onboarding Coach Jobs

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.

This Means We

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.

• Hire the best people around the world;
• Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
• Emphasize the value of results over hours put in;
• Provide flexibility in working hours and locations;
• 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

Working shift: Anytime between 9AM to 6PM Eastern Time (ET)

What You Will Do

• Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine appropriate solutions.
• Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers.
• Gather client feedback and requirements for future releases of the software.
• Troubleshoot and make outbound calls for escalated issues and onboarding calls
• Use training materials to keep up-to-date with the latest system updates
• Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Cloudbeds’ products.
• Enter critical support and activity notes in salesforce
• Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives.
• Attend company-wide online training sessions
• Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software.
• Help create and/or translate new tutorials as needed by contributing content to the database of support articles
• 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.
• Responsible for onboarding, training and the overall success of each client using the Cloudbeds platform thru video conferencing, phone calls and emails
• Answer product and service questions via our email ticketing system
• Follow up with new accounts and assist with the onboarding process

Key Competencies Include

• Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to customers and key stakeholders.
• Project Management and Collaboration: Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
• Able to lead to multiple personality types and stakeholders through onboarding.
• Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.
• Can proactively and positively empower the client to work as independently as possible.
• Ability to clearly communicate & synthesize customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Support, Product, Marketing, Design).
• Ability to manage multiple projects/customer accounts with varying processes at once.

You’ll Succeed With

• Fluent English
• Compatible graduation course (completed)
• Note: This is an entry-level position
• Skill with computers and systems
• Note: This is a remote position that can be done from home
• Communication skills and a positive attitude
• Fluent in Portuguese or Spanish is a differential and a plus
• Experience in hospitality/tourism
• Excellent internet/wifi connection
• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager roles
• Problem-solving skills and emotional management
• More than 2 years of proven experience in the area

Compensation

• Depending on your skills and experience, you can expect your annual compensation to be between $47,000 to $50,000

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!

• Start-Ups to Watch | Forbes (2018)
• Technology Fast 500 | Deloitte (2019, 2020, 2021)
• Fastest Growing Companies | Inc. 500 (2018 & 2019)
• Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)
• Top 100 North America | Red Herring (2020)
• Best Property Management System | HotelTechReport (2021, 2022)
• Best Hotel Management Software | HotelTechReport (2022)
• Connect MIP Award (Technology)
• Best Startup Employers | Forbes (2020, 2022)
• Best Places to Work | Inc Magazine (2017 & 2018)

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 858-201-7832 or via email at [email protected]. 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.