Customer Support Manager – LATAM

About the role

Cloudbeds is looking for a Customer Support Manager for Latin America (LATAM) to lead a team of Support Leads. You will combine hospitality expertise with technology to ensure hoteliers receive fast, effective assistance.

Key responsibilities

• Lead, coach and develop a team of Customer Support Leads, setting clear goals and conducting regular 1:1s.
• Serve as the primary escalation point for complex issues, using hotel‑operations experience to drive rapid resolution.
• Own and monitor key support metrics (CSAT, NPS, SLA adherence, First Contact Resolution) and report trends to senior leadership.
• Promote a culture of ownership, including direct phone outreach when needed to resolve problems.
• Leverage Cloudbeds’ AI tools to improve team efficiency and workflow.
• Analyze customer feedback and ticket trends to identify systemic issues and implement fixes.
• Collaborate cross‑functionally with Product, Engineering and other leadership teams.

Required profile

• Proven experience in hotel operations or hospitality management.
• Strong leadership and coaching abilities.
• Ability to stay calm under pressure and handle escalations directly.
• Data‑driven mindset with experience tracking and improving support metrics.
• Ownership mentality and proactive problem‑solving.

Required skills

What we offer

• Fully remote work environment.
• Opportunity to shape support strategy for a global hospitality platform.
• Collaborative culture with a focus on innovation and customer impact.