Customer Support Coach

Role overview Support hotel and resort customers using a cloud-based hospitality management platform as the first point of contact across chat, email, and phone. The role blends troubleshooting with relationship-building, helping properties adopt the software more deeply while feeding real-world feedback back to product teams. You will join a fully remote customer support organization of 60+ specialists that supports properties worldwide.

Responsibilities - Respond to incoming questions about platform features, account setup, billing, and day-to-day usage through chat, email, phone, and other supported channels. - Diagnose and resolve reported issues, including making outbound calls to follow up on escalated or unresolved cases. - Build rapport with hotel staff to drive retention, loyalty, and broader software adoption across their operations. - Capture customer feedback and relay product requirements or improvement ideas to inform future platform releases. - Refresh and contribute to internal training materials and self-service resources whenever the platform changes. - Keep current on system updates through structured learning sessions and ongoing product training.

Requirements - At least one year of hands-on front-of-house hospitality experience at a hotel or resort, such as Front Desk, Night Auditor, Guest Services, Revenue Manager, or Assistant Manager. - Native or fluent English, plus native or fluent Spanish, Portuguese, French, or German. - Strong written and verbal communication, empathy, and a calm, customer-first attitude. - Solid problem-solving skills, emotional intelligence, and a willingness to learn quickly in a fast-moving product environment. - A relevant degree or more than two years of equivalent practical experience, plus comfort with computers and web-based tools. - A reliable high-speed internet connection suitable for remote support work.

Benefits and work setup - Permanent remote-first position with flexible work-from-home setup. - Paid time off aligned with local labor requirements, fully paid parental leave, and a monthly wellness day off. - Home office stipend tied to country of residency, plus access to internal training programs and ongoing professional development.