Advanced Support Lead

GlobalApply

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 750+ 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, and free access to LinkedIn Learning and other platforms

Your Responsibilities: 

1. Manage and lead a team of advanced support specialists with different areas of expertise, providing guidance and support to ensure excellent specialized or technical support is provided;
2. Be responsible for your team members’ ongoing career development, continued learning, and general well-being, as well as frequently deliver feedback and coaching in support of these initiatives;
3. Define and measure team KPIs and ensure that they are met or exceeded;
4. Analyze advanced support ticket trends and collaborate with cross-functional teams to improve the customer experience and lower # of requests related to advanced support (technical, hospitality, payments, whistle, etc);
5. Develop and implement best practices and procedures for the Advanced Support team and other support materials to aid in issue resolution;
6. Foster a culture of continuous learning and development within the team;
7. Take responsibility for the resource allocation of our Advanced Support team, including managing the time off of team members, scheduling, and ensuring that shifts are covered;
8. Be hands-on with your team to answer escalated calls and tickets for team members when needed, finding solutions to ensure customer satisfaction;
9. Stay up-to-date with industry trends and best practices to continuously improve advanced support operations, processes and efficiency;
10. Participate in the interviewing and screening process of new Advanced Support Specialists as needed;
11. Serve as the communication link between upper management and your team members, as well as prepare and communicate weekly/monthly advanced support ticket trends;
12. Perform other work-related duties as assigned, such as taking part in various task-force projects.

You’ll Succeed With:

• 1-2 years of previous leadership experience;
• 1-2 years of experience with Cloudbeds products and processes; 
• Ability to own projects as an individual, maintaining a high level of quality, to break down the projects into clear milestones to ensure people you manage can measure their progress
• Proactiveness in bringing new ideas, delivering them to other teams and departments;
• Identify and work to solve trends, bottlenecks, and needed improvements (processes and management communication)
• Ability to lead to multiple personality types, provide, receive and analyze feedback from your team, set clear expectations and goals as well as identify strengths and opportunities, and set an action plan for improvements
• High attention to detail and proven experience making high stake decisions
• Excellent interpersonal, communication, and customer service skills with the proven ability to resolve challenging issues in a timely manner
• Strong written, verbal, analytical skills and problem-solving abilities.
• Drive to continuous improvement and learning new skills 
• Fluent English
• Excellent internet/wifi connection
• Native/Fluent Spanish and/or Portuguese is a plus
• Salesforce or other CSM knowledge is a plus
• Strong Excel/Google Sheets skills (Google Data Studio is a plus)

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.