Manager, Customer Support - LATAM

📋 Description

• Lead, coach, and develop a team of Customer Support Leads
• Serve as primary escalation point for complex issues with hotel ops context
• Own CSAT, NPS, SLA adherence, and First Contact Resolution
• Champion ownership culture and proactive issue resolution, including phone touches
• Leverage Cloudbeds AI tools to boost team efficiency
• Partner with Product, Engineering, and CS leadership to improve service at scale

🎯 Requirements

• Significant direct experience in hotel or resort operations — firm requirement
• 2+ years leading or supervising a customer-facing team; proven coaching in remote culture
• Strong technical aptitude and learning agility; quick to pick up new tools
• Thrives in fast-paced, high-change environments; leads through ambiguity
• Exceptional communication; comfortable engaging customers at all levels
• Fluent in English and Spanish; Portuguese is a strong plus

🎁 Benefits

• Remote First, Remote Always
• PTO per local labor requirements
• Monthly Wellness Fridays - extra-long weekends
• Fully Paid Parental Leave
• Home office stipend by residency
• Cloudbeds University and manager training