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

• Provide guidance on provider networks, referrals and pre-authorizations. • Troubleshoot and resolve issues related to billing, payments and coverage. • Ensure compliance with HIPAA regulations when handling sensitive member information. • Collaborate with internal departments to resolve complex member concerns. • Maintain accurate records of customer interactions and resolutions in CRM systems. • Meet performance metrics such as response time, resolution rate and customer satisfaction scores. • Stay updated on policies, state regulations and healthcare industry changes.

Role Description We are growing our remote operations team and currently seeking motivated, detail-oriented individuals for the Travel Experience Support Specialist role. In this position, you'll assist clients throughout the planning process by helping organize travel arrangements, monitoring reservation details, and providing responsive support to create a smooth overall experience. This role is ideal for individuals who enjoy customer interaction, multitasking, and working independently in a flexible work-from-home environment. Training and continued support are provided, making this a strong opportunity for both experienced professionals and individuals exploring a new career path. Responsibilities - Assist clients with coordinating personalized travel plans based on preferences, schedules, and budgets - Review and compare travel selections including accommodations, transportation, tours, cruises, and activities - Help process and confirm reservations using approved supplier and booking systems - Provide clear updates regarding itinerary progress, confirmations, and travel timelines - Respond to client questions through email, phone, and digital communication platforms - Support itinerary adjustments, booking changes, and service-related requests when needed - Maintain accurate documentation and organized client records within internal systems - Participate in virtual onboarding, training sessions, and ongoing professional development opportunities Benefits - Fully remote work structure - Flexible scheduling options designed around independent workflow - Guided onboarding and continued training support - Access to industry tools, supplier platforms, and travel resources - Eligibility for travel-related incentives and recognition programs - Collaborative team environment with opportunities for advancement Qualifications - Strong communication and interpersonal skills - Excellent organizational abilities with attention to detail - Comfortable managing responsibilities independently in a remote setting - Familiarity with basic computer systems, email, and online tools - Reliable internet connection and professional mindset - Previous experience in customer support, hospitality, scheduling, administration, or retail is beneficial but not required Requirements - Must be at least 18 years of age - Applicants must be authorized to work within the United States, United Kingdom, Mexico, Australia, Spain, or approved hiring regions