Onboarding Coach

About the role

As an Onboarding Coach at Cloudbeds you will guide new hotel clients through the implementation of our platform, ensuring they understand and can confidently use the system to drive more reservations and happier guests.

Key responsibilities

• Facilitate client onboarding, training, and ongoing support via video, phone, and email.
• Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
• Partner with Sales to define success, demonstrate ROI, and drive retention.
• Build strong client relationships to encourage loyalty and promote product adoption.
• Contribute to training materials and stay updated on system changes.
• Record activities in Salesforce, gather feedback, and share insights for product improvements.

Required profile

• Communicate product offerings clearly and synthesize feedback for internal teams.
• Share customer insights and opportunities across departments to drive alignment.
• Manage multiple projects or accounts with strong organizational and proactive skills.
• Empower clients to become self‑sufficient during onboarding and beyond.
• Deliver exceptional communication with empathy and a customer‑focused approach.
• At least 1 year of hospitality experience (e.g., Front Desk or Revenue Manager).
• Minimum 2 years of relevant industry experience in customer‑facing roles.
• Fluency in English and Portuguese; Spanish preferred.

Required skills

• Salesforce

What we offer

• Remote‑first, remote‑always work model.
• PTO in accordance with local labor requirements.
• Fully paid parental leave.
• Home office stipend based on country of residency.
• Professional development courses through Cloudbeds University.