Manager, Customer Support - LATAM
Primary stack
Nice to have's
Job description
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 help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. We're a completely remote team, and 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.
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, drawing on 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 - including picking up the phone when that's what it takes to resolve an issue.
- 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 - not just case by case.
- 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
- Bring 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.
- Demonstrate 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.
- Show 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 - Cloudbeds moves quickly, and the ability to lead your team through ambiguity and rapid iteration is essential to success in this role.
- Bring 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 is a strong differentiator.
- Created solutions and agents using AI to help improve efficiency and quality of customer service.
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:
- 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)
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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Cloudbeds is a software company building the next generation of hospitality management solutions. We’re engineers, designers, hostel owners, hotel managers, big data experts, and avid travelers.We’re made up of more than 600+ people in 30+ different countries and speak 17+ languages. We pride ourselves on being a diverse group of individuals who value different cultures, ideas, and walks of life. We believe our people are our greatest asset and we’re always looking for bright new people and personalities to join our family.Although we do have three offices (San Diego, São Paulo and Dublin) more than 80% of our workforce is remote and it works for us. We believe people do their best work when they’re in an environment that works well for them, whether that’s an office, a coffee shop, or a hostel in South Africa. Because we allow people to find the best place to do their best work, our attrition rate is less than 5%.