Manager, Customer Support - LATAM
Core
Lead and coach a remote Customer Support team for Latin America, resolving complex hospitality technology issues for hoteliers globally.
Role type
Manager, Customer Support (LATAM)
Builds
Customer support operations and resolution workflows for Cloudbeds PMS platform
Domain
SaaS / Hospitality Technology
Deliverable
client delivery
Required skills
Hotel operations management, team leadership and coaching, technical troubleshooting, data analysis (CSAT/NPS/SLA), cross-functional partnership, hiring and retention
Preferred skills
Mid-market/multi-property hospitality experience, AI tool implementation for efficiency
Technologies
Cloudbeds PMS platform, AI tools
Responsibilities
Lead, coach, and develop a team of Customer Support Leads; act as primary escalation point for complex customer issues; own and drive key support metrics; champion a culture of ownership and direct customer engagement; leverage AI tools to improve team efficiency; use customer feedback to identify structural improvements; partner cross-functionally with Product and Engineering; hire, develop, and retain team members
Seniority
Manager, hands-on IC
