Manager, Customer Support - LATAM

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

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 — not just case by case

Partner cross-functionally with Product, Engineering, and CS leadership to surface customer patterns and contribute to initiatives that improve service quality at scale

Remote First, Remote Always