Position: support
Category: Support
English level: upper
Years of experience: 8


Responsible for onboarding, training, and the overall success of each client using the Cloudbeds platform through video conferencing, phone calls and emails

• Follow up with new accounts and assist with the implementation process

• Assist and support our existing customers (hotel properties) daily in the use of our software in English

• Partner and work closely with Sales to define and achieve customers’ success criteria

• Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers.

• Answer product and service questions via our email ticketing system

• Troubleshoot and make outbound calls for escalated issues and implementation calls

• Use training materials to keep up-to-date with the latest system updates

• Attend company-wide online training sessions

• Utilize customer service skills to resolve client inquiries; understand the needs of clients and determine

appropriate solutions.

• Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote

increased usage and adoption of the software.

• Gather client feedback and requirements for future releases of the software.

• Enter critical support and activity notes in salesforce