• Define and execute a comprehensive CX vision and multi-year roadmap, establishing governance frameworks and leading cross-business alignment on processes and tools to ensure a consistent, enterprise-wide customer experience approach • Define, track, and report on key CX metrics — including Net Promotor Score (NPS) — through dashboards and reporting frameworks that provide visibility into performance • Serve as the voice of the customer to senior leadership, communicating CX findings, insights, and strategy to embed customer-centric decision making across GE Vernova's business priorities • Design and implement CX processes, standards, and best practices, establishing mechanisms that allow business segment CX performance to roll up to an enterprise-level view with an initial focus on Enterprise Strategic Accounts and future scaling to all GE Vernova customers • Partner cross-functionally with Quality, Commercial, Project Management, and other teams as needed within EDGE and the business units to prioritize and drive improvements at both the enterprise and business unit level, while building a network of CX contacts to accelerate engagement and sharing of best practices • Foster a customer-first culture across the organization by developing CX training programs, championing diversity of customer perspectives in decision-making, and driving consistent adoption of CX initiatives across all business lines

• Handle all customer communication through online marketplaces, and phone calls. • Ensure customer satisfaction by addressing and resolving customer concerns promptly. • Provide product information as need. • Recommend products when necessary. • Conduct research to solve shipping issues. • Monitor marketplace returns. • Monitor and respond to marketplace claims and disputes. • Maintain a comprehensive understanding of all company products and related systems/sales platforms. • Maintain a comprehensive understanding of customer service and marketplace guidelines. • Adhere to customer service guidelines to meet company standards and comply with metrics. • Data entry as needed to create RMAs. • Handle cancellations and refunds as needed. • Uphold a high level of professionalism. • Promote a collaborative work environment, encouraging effective communication and cross-training initiatives to enhance team productivity, versatility, and skill development. • Undertakes additional responsibilities and tasks as directed by management.

Role Description As a Customer Support Coach, you will be the voice of, and advocate for our customers, providing exceptional support by resolving questions and troubleshooting issues across multiple channels. You’ll ensure a seamless experience for our hotel partners, strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team. Qualifications - 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles - Previous experience in customer service or similar is a plus - Native or Fluent in English and Spanish; Portuguese is a plus - Excellent communication skills and a positive attitude - Excellent problem-solving skills and emotional intelligence - Great levels of learning agility - Compatible graduation course or more than 2 years of proven experience in the area - Skill with computers and systems - Excellent internet/wifi connection Requirements - Assist and support our existing customers (hotel properties) daily in the use of our software - Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers - Troubleshoot and make outbound calls for escalated issues - Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption - Gather customers' feedback and requirements for future releases of the software - Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system's updates 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

• Assumes responsibility for the effective and professional completion of call center representative functions • Receives customer telephone questions and complaints in a professional manner • Answers inbound calls in a timely manner • Responds to customer inquiries • Provides personalized customer service by responding to the needs of the customer • Manages and updates customer profile with the status of each customer • Coordinate with departments to achieve customer satisfaction • Build customer loyalty by meeting customer expectations • Evaluate problems of the customers and provide logical lasting solutions • File disputes for customers in accordance with Regulation E • Replies to all corresponding email • Assumes responsibility for establishing and maintaining effective coordination and working relationships with other departments and management • Keeps supervisor informed of significant problems • Corresponds with Fraud Department of potential fraudulent activity • Maintains effective working relations with the operations department