Cloudbeds

Role Description As a Post-Sales Operations Specialist you will be closing the gap between "signed" and "successful." This role sits between Sales, Onboarding, and Support to ensure newly closed customers are ready for kickoff, progress quickly to first value, and receive proactive support when risk signals emerge. You will also help protect revenue by handling a defined queue of downgrade/cancel requests and improving the playbooks and processes behind the work. - Own the post-sale handoff and onboarding readiness: - Verify closed-won details and ensure required prerequisites are completed (e.g., billing setup, access, data/integrations readiness). - Trigger outreach and coordinate scheduling to ensure onboarding kickoffs happen on time. - Drive momentum to first value: - Run structured outreach (templates/cadences), follow up on action items, and remove blockers quickly. - Coordinate internally with Sales, Onboarding, Support, and AMs to keep customers moving. - Work a defined save/retention queue: - Triage a queue of downgrade/cancel requests (primarily Non AM Accounts) and run structured save motions. - Present retention options, align on next steps and timelines, and document outcomes. - Recommend concessions (e.g., credits) within policy and approval guidelines to protect ARR and reduce high-risk cancellations. - Own clear, customer-friendly communication: - Send concise, empathetic emails and Loom updates. - Schedule short, high-impact syncs when needed to diagnose the root issue, align expectations, and unblock progress. - Maintain clean systems and actionable data: - Log activities and notes in Salesforce/DealHub; tag milestones, risks, entitlements, and key decisions. - Capture critical customer data points (what is blocked, why, product gaps, implementation quality signals). - Coordinate expert resources and escalate when needed: - Identify when standard onboarding is not meeting customer needs and escalate to the right teams (e.g., Onboarding leadership, Product Specialists such as Whistle/Digital Marketing). - Improve the playbook: - Follow established cadences and escalation paths, then propose improvements when patterns show a better approach (e.g., recurring blockers, delays, common complaints). Qualifications - Onboarding readiness rate: close to kickoff prerequisites complete - Time to kickoff and time to first value - Retention save rate and ARR saved (for the downgrade/cancel queue you own) - SLA adherence: response and resolution times - Data quality: CRM hygiene for handoff, entitlements, milestones, and risk flags - Revenue Recovery ROI: ratio of credits/concessions granted vs total ARR saved - Churn Mitigation Value (CMV): ARR saved from accounts that were at-risk / in a cancel queue due to your intervention - Post-resolution customer sentiment: lightweight 1-question survey to the primary customer contact after a save or major unblock (e.g., confidence-to-use question) Benefits - 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 Company Description 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. - 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)

Role Description As a Whistle for Cloudbeds Onboarding Coach, you will work with our clients on a daily basis to help implement our messaging platform and tailor it to the client's needs. - Facilitate client onboarding, training, and ongoing support via video, phone, and email. - Resolve customer inquiries and troubleshoot escalated issues across multiple channels. - Partner with Sales to define success, demonstrate ROI, and drive retention. - Build strong client relationships to encourage loyalty and promote product adoption. - Develop a deep understanding of Cloudbeds’ products and customer needs. - Contribute to training materials and stay updated on system changes. - Record activities in Salesforce, gather feedback, and share insights for product improvements. Qualifications - Over 3 years of 5-star hospitality experience in key roles (Front Desk or Revenue Manager) within a leading hotel brand, or at least 3 years of relevant SaaS industry experience in a customer-facing role. - Deep expertise in Revenue Management principles and technology (e.g., RMS, dynamic pricing, demand forecasting, RevPAR, ADR, Occupancy). - Proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients. - Exceptional communication with empathy and a relentless customer-focused approach. - Ability to communicate product offerings clearly and effectively, synthesize customer feedback for internal product and engineering teams. - Empower clients to become self-sufficient during onboarding and throughout their lifecycle. - Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills. - Familiarity with CRM/Email Marketing platforms is a significant plus. - Professional fluency in English is required. Requirements - Project Management certification (optional). - Professional fluency in Spanish (optional). Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full 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.

Role Description As Global Director, Mid-Market Onboarding, you will own and scale the onboarding function for Cloudbeds' fastest-growing and most complex customer segment. You'll lead the team responsible for guiding mid-market customers from contract signature through go-live, adoption, and a clean transition to Account Management. - Build the frameworks, standards, metrics, and team capability that make the onboarding experience world-class and repeatable at scale. - Inherit a team of dedicated ICs and leads that have been experimenting with new ways to support customers and improve their experience. - Get leadership in place and focus on customer experience while building project-management rigor for complex mid-market deployments. - Measure onboarding velocity, deployment quality, customer satisfaction, and long-term retention impact. Qualifications - 7+ years in hospitality or hospitality technology, including hands-on customer onboarding or implementation experience and team leadership. - Track record of building or significantly improving onboarding and implementation functions and frameworks. - Proven people-leadership experience in a distributed, global environment. - Strong project-management foundation applied to complex multi-stakeholder deployments. - Deep understanding of hotel operations and the complexity of serving multi-property, mid-market hospitality customers. - Ability to move fluidly between strategy and execution. - Data-driven: comfortable with KPIs, dashboards, and using insights to drive decisions. Requirements - Lead, coach, and develop the Mid-Market Onboarding team, setting clear expectations and performance standards. - Own end-to-end onboarding outcomes for mid-market customers from sales handoff through go-live and adoption. - Build standardized onboarding frameworks, SOPs, and configuration standards for complex deployments. - Establish and own the metrics that matter: onboarding velocity, deployment quality scores, and early-lifecycle retention. - Own capacity and staffing planning for the division, forecasting demand and balancing workload. - Serve as a senior escalation point for complex or at-risk mid-market deployments. - Partner cross-functionally with Sales, Product, Support, Professional Services, and Account Management. Benefits - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full 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

Role Description As a Hypercare Onboarding Coach, you will step in at the most critical, high-stakes juncture of our clients' journey: the exact moment their business goes live on our platform. You will empower clients to transform their properties through our AI Smarts + Hospitality Hearts mission, ensuring they never feel abandoned when transitioning to their new live environment. This isn't a standard support queue; it's a high-touch, fast-paced launch zone where you act as a strategic operational partner. - Own the Post-Go-Live Safety Net: Champion the critical post-launch window, executing highly intensive interaction cadences to evaluate system health, assess team sentiment, and build deep product confidence during their first days live. - Standardize the Repeatable, Personalize the Meaningful: Adopt AI tools and internal automation to handle administrative drag and resolve repetitive technical questions instantly. - Crush Tight SLAs with a Maverick Edge: Manage a high-priority, fast-paced ticket queue and incoming hotlines with a strict turnaround time. - Investigate with Curiosity: Dive in with a technical support-style mindset, investigating root causes and collaborating with internal product specialists. - Bridge the Gap to Long-Term Success: Facilitate the transition from intensive technical configuration into long-term product utilization. - Maintain Flawless Context: Keep a clear, detailed record of account activities and health metrics in our CRM. Qualifications - Exceptional technical aptitude and learning agility. - Proven high emotional intelligence and trust-building skills. - Strong organizational and proactive skills. - Ability to synthesize complex, live-environment feedback. - Over 3 years of 5-star hospitality experience or relevant B2B SaaS industry experience. Requirements - Knowledge of Spanish, Portuguese, English, Thai, or Tagalog if not the mother tongue. - Project Management or Change Management certification. Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full 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.

Role Description As Director of Customer Support, you will lead our global support organization and own the experience hoteliers have when they need us most. This is a builder's role at a pivotal moment. We are transforming reactive support into proactive partnership, combining AI at scale with the empathy of true hospitality. You will be accountable for the health of the queue, the quality of every answer, and the wellbeing of the people who deliver it — raising first contact resolution and driving down resolution times while keeping the customer experience human. Qualifications - 8+ years in customer support or service, including at least 4 years leading teams with experience leading other leaders - Bachelor's degree or equivalent experience in hospitality, business, or technology - Experience scaling a high-volume support function through significant change or transformation - Excellent crisis management and escalation handling with confident cross-functional alignment across Product, Onboarding, and Account Management - A bias toward fixing root causes — you challenge process that creates unnecessary work and prove a fix by hand before automating it - Experience leading distributed teams across multiple regions, languages, and cultures Requirements - Lead a global, multi-time-zone customer support organization with full accountability for first contact resolution, response and resolution times, CSAT, and retention - Bring a track record of moving the metrics that matter and rebuilding team health and morale after periods of high pressure - Apply deep hospitality or hospitality-technology experience to every escalation and process decision — you understand property operations, distribution, and what downtime costs a hotelier in real time - Deploy AI-assisted support with strong instincts for where it helps the hotelier and where it gets in the way — accuracy over scale - Translate technical and operational concepts into clear, practical guidance for non-technical customers and internal teams - Lead other leaders with empathy and accountability across multiple regions, languages, and cultures Benefits - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full 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

Role Description As a Senior Support Operations Manager at Cloudbeds, you will own the operational backbone of our global support organization. This is not a traditional support management role - you won't be managing ticket queues day-to-day. Instead, you will design, implement, and continuously improve the systems, workflows, automation, reporting, AI tools, and infrastructure that empower our support teams to deliver world-class customer experiences at scale. - Own the administration and optimization of Zendesk and related support platforms. - Lead the implementation of AI-driven support capabilities. - Establish and own KPI reporting and executive dashboards. - Build and maintain forecasting models for support demand. - Map and optimize end-to-end support workflows. - Partner cross-functionally with Product, Engineering, CS, Data, and Revenue Operations. - Evaluate and implement new support technologies. Qualifications - 5+ years of experience in Support Operations, Customer Operations, Business Systems, Revenue Operations, or a comparable operational leadership role. - Deep hands-on expertise administering Zendesk or an equivalent enterprise support platform. - Strong experience designing and implementing operational processes. - Advanced analytical skills with the ability to build executive dashboards and own KPI frameworks. - Proven success leading large-scale process improvement and automation initiatives. - Exceptional project management, communication, and stakeholder influence skills. - Comfortable operating in a fast-growing, globally distributed, remote-first environment. Requirements - Experience implementing AI-powered customer success/support solutions. - SQL proficiency and experience with BI tools such as Looker, Tableau, or Power BI. - Background in hospitality technology or SaaS, and/or experience supporting globally distributed support organizations. Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full 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.

Role Description As a Principal Machine Learning Engineer, you will play a key role in building and implementing features that empower lodging customers to make data-driven pricing decisions. Some of these features will use simple heuristic data, while others will leverage advanced machine learning techniques to optimize revenue strategies. - Work closely with product and engineering teams to identify opportunities for improvement. - Develop innovative solutions and drive revenue growth for hotels relying on our platform. - Ensure the reliability, scalability, and high quality of our ML systems from development to production. - Establish robust ML practices and rigorous testing processes across the entire ML lifecycle. - Own the end-to-end development of our revenue management application. - Ensure hotels have reliable, accurate insights to maximize their success. Qualifications - 5+ years of experience in a machine learning role, with demonstrated success in ML Engineering and deploying models to production. - Proven expertise in designing and implementing ML testing strategies (e.g., data validation, model correctness, performance testing). - Great understanding of machine learning principles (experimental design, statistical distributions and tests, machine learning algorithms). - Expertise in deploying ML models at scale on AWS, with experience using MLFlow or similar platforms. - Strong Python programming skills and adherence to software engineering best practices (e.g., clean code, version control, code reviews). - Expert-level SQL skills and experience working with large datasets for analysis and modeling. - Strong problem-solving skills with the ability to apply creative, data-driven solutions to complex business challenges. - Excellent communication and collaboration skills, with experience working cross-functionally with product and engineering teams. - Bachelor's degree in Computer Science, Statistics, Mathematics, Data Science, or a related quantitative field. Requirements - Architectural Expertise: Proven track record in designing, deploying, and maintaining production-grade, distributed ML systems. - Deep MLOps Proficiency: Expert-level knowledge of CI/CD, orchestration (e.g., Apache Airflow, Prefect, Dagster), and model monitoring/drift detection at scale. - Software Engineering Rigor: Strong background in Python, distributed systems, and backend development, with a firm grasp of software engineering best practices. - Technical Strategy: Experience defining SLIs/SLOs and managing large-scale technical roadmaps. - Leadership: Demonstrated ability to influence cross-functional teams, mentor junior talent, and drive consensus on complex technical decisions. - Domain Knowledge: Ability to apply statistical and ML methods to optimize revenue management and pricing strategies. Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full 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.

Role Description As an Onboarding Coach, we’re looking for someone who truly understands hospitality and can step into our clients’ shoes to demonstrate how our system makes their lives easier. You’ll care for our clients and their properties just as you would for a guest in a hotel—always going the extra mile. In this role, you’ll train clients on the system, tailoring it to fit their needs as a hospitality business. By asking the right questions, you’ll get to know your clients and ensure that, by the end of the onboarding process, they have a complete understanding of and confidence in using the system. Qualifications - Over 1 year of hospitality experience in roles like Front Desk or Revenue Manager. - At least 2 years of relevant industry experience in customer-facing roles. - Fluency in English and Portuguese. - Fluency in Spanish is also preferred. Requirements - Facilitate client onboarding, training, and ongoing support via video, phone, and email. - Resolve customer inquiries and troubleshoot escalated issues across multiple channels. - Partner with Sales to define success, demonstrate ROI, and drive retention. - Build strong client relationships to encourage loyalty and promote product adoption. - Develop a deep understanding of Cloudbeds’ products and customer needs. - Contribute to training materials and stay updated on system changes. - Record activities in Salesforce, gather feedback, and share insights for product improvements. Benefits - Remote First, Remote Always. - PTO in accordance with local labor requirements. - Monthly Wellness Fridays - enjoy an extra long weekend every month. - Full 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.

Title: Head of Communications Location: Virginia, United States Job Description: What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. Job Title: Head of Communications What Makes Us Unique: At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 – but we're just getting started. How You'll Make an Impact: We’re looking for a Head of Communications to own our global narrative and elevate Cloudbeds as a leading voice for hospitality technology and the industry at large. This is a senior, high-impact individual contributor role for an experienced communications leader who wants strategic ownership, executive access, and the opportunity to influence how the industry thinks. As Head of Communications, you’ll be the primary owner of Cloudbeds’ external voice. You’ll report to the VP of Marketing and collaborate closely with executive leadership, regional leadership, and our PR agency to define and amplify our point of view across media, thought leadership, and industry presence across the globe. You will: - Own Cloudbeds’ global communications strategy, spanning PR, thought leadership, executive visibility, and industry influence; - Define Cloudbeds’ positions on key industry topics, including the role of AI and the future of travel booking, hotel operations, and guest experience, and translate them into strong narratives that align with Cloudbeds brand and market positioning; - Lead all company press releases and major announcements, ensuring clear, compelling, and consistent messaging; - Create and shape thought leadership in collaboration with Content Marketing, including bylines, op-eds, keynote narratives, and industry commentary; - Act as a spokesperson for Cloudbeds in select media interviews, podcasts, and industry events; - Proactively identify and secure high-value speaking opportunities for Cloudbeds executives at major global conferences and events; - Prepare executives for external visibility through messaging frameworks, media training, and presentation coaching; - Own the development of keynote decks, executive presentations, and event materials in partnership with field marketing; - Build and maintain strong relationships with journalists, editors, and industry influencers across trade, hospitality, and mainstream media; - Develop differentiated media pitches that drive meaningful coverage and position Cloudbeds as a thought leader; - Serve as the primary liaison with PR agencies—setting direction, reviewing performance, and ensuring alignment with business priorities; - Track and measure the impact of communications and PR efforts, using insights to refine strategy and improve results. - This is a chance to shape the public narrative of a fast-growing global SaaS company at a pivotal moment for the hospitality industry. You’ll have real influence, executive access, and the opportunity to help define how hotels think about the future. What You Bring to the Team: We’re looking for a seasoned communications professional who thrives as a trusted, senior-level contributor who can own both strategy and execution. You bring: Extensive experience in communications, PR, or corporate messaging within hospitality, hotel tech, or adjacent B2B SaaS industries; A strong network of hospitality media, industry analysts, hoteliers, consultants, and influencers; Deep familiarity with major global hospitality and technology events—and how to maximize executive presence at them; Exceptional messaging instincts and the ability to articulate a clear, provocative point of view; Excellent writing and verbal communication skills; equally comfortable on stage, on camera, on a podcast, or behind the keyboard. Experience partnering closely with senior executives and serving as a trusted communications advisor; A self-directed, roll-up-your-sleeves mindset—you’re strategic, but you’re not afraid to do the work. What Success Looks Like: - Cloudbeds has a clear, differentiated, and compelling point of view that consistently shows up across media, events, executive communications, and thought leadership. - Our executives are visible, well-prepared, and increasingly sought after as industry voices at top-tier global hospitality and technology events. - Media coverage is proactive, high-quality, and aligned to our strategic priorities — reinforcing Cloudbeds as a hospitality industry leader and top vertical SaaS company. - Major announcements and narratives are sharp, cohesive, and elevate our brand positioning in the market. - Communications is viewed internally as a strategic growth driver and trusted partner to leadership. - #LI-AM1 What to Expect - Your Journey with Us 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. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. 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) - Discover our Benefits: - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full 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. - 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. 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. #LI-REMOTE

Title: Data Services Analyst Location: Portugal, Remote Job Description: What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 but we're just getting started. How You'll Make an Impact: We are seeking a dynamic Data Import & Reporting Analyst to join our customer success team. This role bridges the gap between data services and business intelligence. Your mission is two-fold: first, you will orchestrate smooth data migrations, helping new clients transition their historical data (reservations, guest profiles, inventory) from legacy systems to Cloudbeds. Second, you will act as a reporting strategist, coaching clients on how to leverage Cloudbeds’ reporting features to extract meaningful insights, track KPIs, and drive data-backed business decisions from day one. Our Data Services Team: We are a collaborative, remote-first team energised by solving complex data puzzles and transforming technical transitions into seamless, empowering experiences for hoteliers worldwide. We thrive on cross-functional teamwork, blending analytical precision with a passion for client education so that no property is left in the dark. If you love deep-diving into spreadsheets just as much as celebrating a client’s "aha!" moment when their data reporting clicks, these are your people. What You Bring to the Team: - Lead Data Migrations: Act as the primary technical advisor guiding new clients through the smooth transition of historical data (reservations, guest profiles, inventory) into Cloudbeds. - Execute Data Manipulation: Extract, clean, map, and validate client data from CSV/Excel formats to ensure flawless system uploads. - Drive Technical Troubleshooting: Proactively identify and resolve formatting discrepancies or system mismatches before clients go live. - Empower Clients Through Coaching: Train properties on how to build, customize, and automate operational and financial reports within the Cloudbeds platform. - Ensure Data Integrity: Guide clients through post-migration audits to validate accuracy across financial histories and occupancy metrics. - Advise on Best Practices: Consult with property managers on key performance indicators (KPIs) to help optimize their daily operations from day one. What Sets You Up for Success: - Hospitality Tech Background: Direct experience working with Hotel Property Management Systems (e.g., Cloudbeds, Opera, Mews, Protel, or similar software). - Client-Facing Expertise: A proven track record in onboarding, implementation, or Tier 2/3 technical support with a natural ability to teach and guide users. - Advanced Spreadsheet Proficiency: Power-user skills in Excel and Google Sheets (VLOOKUPs, Pivot Tables, advanced formulas, and data cleaning). - Analytical Mindset: Strong understanding of basic data management principles, data mapping, parsing, and root-cause error analysis. - Meticulous Attention to Detail: Exceptional precision when handling sensitive historical, financial, and guest records. - Remote-First Readiness: Highly tech-savvy with cloud-based workflows and equipped with a reliable, high-speed internet connection for video coaching sessions. - Multilingual Capabilities: Professional proficiency (verbal and written) in both Portuguese and Spanish Bonus Skills to Stand Out (Optional): - BI & Analytics Familiarity: Prior experience working with business intelligence dashboards or advanced financial reporting structures. What to Expect - Your Journey with Us 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. If you're ready to work alongside some of the brightest minds in tech who are obsessed with using AI to transform a trillion-dollar industry, this is your chance to be part of something extraordinary. 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) Discover our Benefits: - Remote First, Remote Always - PTO in accordance with local labor requirements - Monthly Wellness Fridays - enjoy an extra long weekend every month - Full 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 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. 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. #LI-REMOTE