Manager, Customer Support

About the Position

Manager, Customer Support

Europe

At Cloudbeds, we're transforming hospitality with our intelligently designed platform that powers properties across 150 countries, processing billions in bookings annually. We're looking for a Customer Support Manager for Europe to lead, coach, and develop a team dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. This role is for someone who understands the impact of technology on hotel operations and is not afraid to pick up the phone to fix a problem directly.

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads, setting clear goals, conducting regular 1:1s, and creating an environment where people grow and do their best work.
• Act as the primary escalation point for complex customer issues, leveraging your hotel operations background to understand the real business impact and drive resolution with urgency and empathy.
• Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution, surfacing trends and opportunities to senior leadership regularly.
• Champion a culture where the team takes ownership of outcomes and customers feel the difference.
• Leverage Cloudbeds' AI tools to improve team efficiency and help your team work smarter.
• Use customer feedback and ticket trend data to identify what isn't working and fix it structurally.
• Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale.
• Hire, develop, and retain team members through honest coaching, meaningful feedback, and genuine investment in their growth.

Requirements

• 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.
• Strong technical aptitude and learning agility - you pick up new tools quickly, troubleshoot independently, and thrive in environments where the technology and processes are constantly evolving.
• Thrive in a fast-paced, high-change environment.
• Exceptional communication and interpersonal skills - comfortable engaging directly with customers at all levels, including in high-stakes or escalated situations.
• Fluent in English and Spanish - Spanish fluency is required. Portuguese is a strong additional plus and may be a deciding factor between otherwise comparable candidates.

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.

We Offer

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays - enjoy an extra-long weekend every month
• Fully Paid Parental Leave
• Home office stipend based on country of residency
• Professional development courses in Cloudbeds University
• Access to professional development, including manager training, upskilling, and knowledge transfer

About the Company

Behind Cloudbeds' revolutionary technology is a team of redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages, but we all share one language: a passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate, we're not just watching the future of hospitality unfold – we're coding it, designing it, writing it, and shipping it.

Company Awards to Check Out!

• Best All-In-One Hotel Management System | HotelTechAwards (2025)
• Overall 10 Best Places to Work | HotelTechAwards (2025)
• Most Loved Workplace® Certified (2024)
• Top 10 People’s Choice (2024)
• Deloitte Technology Fast 500 (2024)

Everyone is Welcome - A Culture of Inclusion

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.

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