Onboarding Coach

Role overview An Onboarding Coach role guiding new hospitality clients through training and adoption of a unified hotel management platform. The position blends hospitality expertise with customer success skills to deliver a tailored onboarding experience that helps hoteliers get full value from the software.

Responsibilities - Facilitate client onboarding, training, and ongoing support through video, phone, and email channels - Resolve customer inquiries and troubleshoot escalated issues across multiple touchpoints - Partner with sales to define success criteria, demonstrate ROI, and strengthen retention - Build lasting client relationships that encourage loyalty and deeper product adoption - Develop deep familiarity with platform features and customer needs in order to tailor each engagement - Contribute to training materials and share customer feedback that informs product improvements

Requirements - At least one year of hands-on hospitality experience in roles such as front desk agent or revenue manager - At least two years in customer-facing onboarding, training, or account management roles - Fluency in English and Portuguese, with Spanish strongly preferred - Strong organizational skills with the ability to manage multiple client projects or accounts in parallel - Empathetic, customer-first communication style when guiding clients through new software - Proven ability to empower clients to become self-sufficient users of complex platforms

Nice to have - Experience recording activities in a CRM such as Salesforce and translating customer insights into product feedback - Background working within distributed, fully remote customer success or onboarding teams

Benefits and work setup - Permanent remote-first arrangement with a home office stipend based on country of residence - Paid time off aligned with local labor requirements - Fully paid parental leave for qualifying employees - Access to internal learning programs, including professional development courses and manager training - Applicants must already be authorized to work in the role's location without visa sponsorship