Manager, Customer Support - LATAM

About the Position

Manager, Customer Support - LATAM

Latin America

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 Latin America (LATAM) 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 energized by helping people grow.

Responsibilities

• Lead, coach, and develop a team of Customer Support Leads, setting clear goals and creating an environment for growth.
• Act as the primary escalation point for complex customer issues, leveraging your hotel operations background to drive resolution.
• Own and drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.
• Champion a culture of ownership and direct customer engagement to resolve issues effectively.
• Use Cloudbeds' AI tools to improve team efficiency and customer service quality.
• Identify and fix structural issues using customer feedback and ticket trend data.
• Partner with Product, Engineering, and CS leadership to improve service quality at scale.
• Hire, develop, and retain team members through coaching, feedback, and investment in their growth.

Requirements

• Significant direct experience in hotel or resort operations (front office, property management, revenue management, F&B, or events).
• 2+ years of experience leading or supervising a customer-facing team.
• Strong technical aptitude and learning agility.
• Ability to thrive in a fast-paced, high-change environment.
• Exceptional communication and interpersonal skills.
• Fluent in English and Spanish (required), Portuguese (a strong plus).

Nice to Have

• Experience with mid-market or multi-property hospitality.
• Created solutions and agents using AI to improve efficiency and quality of customer service.

We Offer

• Remote First, Remote Always
• PTO in accordance with local labor requirements
• Monthly Wellness Fridays
• 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.

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, sexual orientation, gender identity, 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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