Cloudbeds is the leading
platform redefining the concept of PMS for the hospitality industry,
serving tens of thousands of properties in more than 150 countries
worldwide. Built from the ground up to be masterfully unified and
scalable, the award-winning Cloudbeds Platform brings together built-in
and integrated solutions that modernize hotel operations, distribution,
guest experience, and data & analytics.
Behind the Cloudbeds platform is a growing team of 700+ employees
distributed across 40+ countries speaking 30+ languages. We are
engineers and designers, hotel managers and travel agents, and experts
on everything from big data to e-commerce to compliance. The Cloudbeds
team comprises the brightest minds in technology and hospitality working
to solve the industry's biggest challenges.
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 and tenets that allow our team to thrive. This means
we:
* Embrace Remote First, Remote Always culture
* Hire the best people around the world;
* Prioritize our customers and results over titles
* Foster an inclusive culture that celebrates bold thinking and diverse perspectives;
* Offer open vacation time, flexible paid holidays, and company-wide mental health days;
* Provide access to professional development, including manager training, upskilling and knowledge transfer
At Cloudbeds,
we’re on a mission to power every property in the world. We are on the
lookout for exceptional Advanced Support talent, driven to transform the
hospitality industry.
As an Advanced Support Lead,
you’ll play a vital role in delivering exceptional support experiences
to our clients while mentoring and managing a team of Advanced Support
Specialists. You'll act as the escalation point for complex technical
issues, oversee resource allocation, and lead process improvements to
enhance team efficiency and client satisfaction. Collaborating closely
with cross-functional teams, you’ll identify trends, resolve challenges,
and contribute to the ongoing success of our customers and products.
Our Support Team
Our Support Team is dedicated to solving customer challenges with
precision and empathy. We pride ourselves on our collaborative and
innovative approach to improving customer outcomes, fostering a culture
of learning, and creating meaningful impact across the organization.
What You Will Do:
* Lead and mentor a global team of Advanced Support Specialists, including career development, coaching, and regular feedback.
* Act as an escalation point for resolving complex technical issues,
including troubleshooting software, hardware, and network problems.
* Manage resource allocation and scheduling, ensuring appropriate coverage for shifts and time-off requests.
* Collaborate with cross-functional teams to identify and address trends, implement new processes, and improve overall efficiency.
* Oversee the pilot implementation process for new initiatives, coordinating with product teams and customers.
* Conduct team meetings, one-on-ones, and performance reviews to align on goals and support team success.
* Contribute to the development and refinement of department processes as the company and market evolve.
* Occasionally work shifts over weekends and holidays to ensure team coverage and support continuity.
You’ll Succeed With:
* 1–2 years of leadership or management experience (Lead or higher).
* Strong technical troubleshooting skills across software.
* Familiarity with hospitality technology solutions, such as property management systems or guest experience platforms.
* Proficiency in Zendesk
* Experience using Slack for communication and collaboration.
* Excellent communication skills, both written and verbal, with the
ability to explain technical concepts to non-technical audiences.
* A customer-focused mindset and a passion for delivering exceptional support experiences.
* Strong problem-solving, organizational, and decision-making abilities.
* Alignment with Cloudbeds' core values (e.g., Grit, Kaizen, Positive Intent, Mop Bucket Attitude).
Nice to Have:
* Familiarity with GSuite applications.
* Knowledge of Jira or Atlassian tools.
* Basic knowledge of HTML, CSS, XML, JavaScript, SQL, JSON, and API architecture.
* Proficiency in Spanish and/or Portuguese.
***Please submit resumes in English***
#LI-REMOTE #LI-AM1
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!
* Best Places to Work | HotelTechReport (2018-2023)
* Best PMS | HotelTechReport (2021-2023)
* Technology Fast 500 | Deloitte (2023)
* Most Loved Workplace® Certified (2024)
* Fastest Growing Companies | Inc. 5000 (2022)
* Best Startup Employers | Forbes (2022)
* Best Remote Companies to Work | BuiltIn (2022)
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 accomodations@cloudbeds.com.
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.