Role Description We are expanding our remote team and are seeking ambitious individuals who thrive with helping others create meaningful experiences. In this role, you will coordinate and book reservations for clients around the world including accommodations, cruises, excursions, transportation, and events. The ideal applicant enjoys organization, problem-solving, and connecting with people. You will have flexibility, ongoing training, and access to exclusive perks while working remotely. Responsibilities: - Design and manage personalized itineraries - Research and coordinate reservations across multiple vendors - Understand client preferences and provide tailored recommendations - Communicate clearly and promptly with clients - Resolve any booking-related issues - Maintain accurate records and client notes - Participate in ongoing training and skill development Requirements - Citizenship in the US, UK, Mexico, Australia, or Spain - Fluent in English with strong communication skills - Smartphone with internet access (laptop or desktop is also recommended) - Customer service or hospitality background a plus Benefits - Fully remote - Flexible schedule - Access to exclusive perks and incentives - Supportive, collaborative team environment Company Description

Role Description As a Customer Support Manager for Europe, you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision. - 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. - 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. - 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. Qualifications - 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. Requirements - Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations is a strong differentiator. - Prior experience in a customer support, customer success, or customer experience role within a SaaS or hospitality technology environment. 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 Customer Support Manager for Europe, you'll lead, coach, and develop a team of Customer Support Leads dedicated to delivering exceptional support to hoteliers who depend on Cloudbeds. You'll bring firsthand hotel operations experience to every escalation, every coaching conversation, and every process decision. - 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. - 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. - 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. Qualifications - 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 — the ability to lead your team through ambiguity and rapid iteration is essential. - 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. Requirements - Experience with mid-market or multi-property hospitality — management companies, branded clusters, ownership groups, or resort operations is a strong differentiator. - Prior experience in a customer support, customer success, or customer experience role within a SaaS or hospitality technology environment. 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.

• Answer questions over phone, text, and email, acting as a first line of support to our users, providing exceptional customer service in every interaction • Become a product expert, understanding deeply everything from Clair’s signup process, our wage advance (EWA) and repayment products- for someone that wants a crash course in fintech, this is the role! • Learn the ins and outs of earned wage advance support, expanding your knowledge of the on-demand pay space • Work closely with a fantastic group of people invested in Clair’s users and Clair’s mission