Location: Remote – (Latam)

Working Hours: Shifts ranging from 11:00 AM – 8:00 PM UTC to 1:00 PM – 10:00 PM UTC.

How You'll Make an Impact:

As an Onboarding Coach, you will empower our clients to transform their properties through our AI Smarts + Hospitality Hearts mission. You will drive the shift from a pure training function to a strategic business partner. Leveraging your firsthand hospitality operations experience, you won't just teach the system—you will help hoteliers design processes that eliminate friction, allowing them to focus on their guests. This is a role for a Caring Rebel who models Hospitality Before Efficiency, empowering clients to use our platform to deliver an experience of Unreasonable Hospitality. We’re looking for someone who truly understands hospitality, and will personalize their communications with our customer to demonstrate how our platform makes their lives easier. You’ll care for our customers and their properties just as you would for a guest in a hotel—always going the extra mile. In this role, you’ll train clients on the Cloudbeds platform, making sure they are confident using it to power their hospitality business.

Our Customer Onboarding Team:

Our Onboarding team is where Hospitality Hearts meet Smart Solutions. We are a fully–remote group of former hoteliers and customer experience professionals, focused on removing unnecessary manual work so we can spend more time on our "human magic": building and strengthening relationships, and ensuring our customers feel confident and supported from day one. If you are driven by emotional intelligence, trust-building, and delivering deeply personalized hospitality moments instead of repetitive operational tasks, you will feel right at home here.

What You Bring to the Team:

• Champion our core principle: Standardize the repeatable, personalize the meaningful. You'll harness AI and smart tooling to handle administrative drag and repetitive training questions, liberating your time to focus on strategic onboarding and deep product adoption.
• Drive Operational Excellence: Partner with Sales and Product to transform Guest Experience onboarding feedback into systemic operational improvements, ensuring Cloudbeds' platform value is communicated and realized from day one.
• Embody the Caring Rebel Mindset: You'll maintain full client context throughout the onboarding journey, ensuring every nugget of knowledge is captured, searchable, and reusable for the next customer.
• Facilitate the Full Customer Journey: Manage the customer path for Guest Experience and Marketing via ongoing support via video, phone, and email.
• Define and Deliver Success: Partner with Sales to establish clear success metrics, demonstrate ROI, and drive robust customer retention.
• Build Lasting Loyalty: Cultivate strong customer relationships that guarantee platform adoption and long-term brand loyalty.
• Master the Product: Develop a deep, nuanced understanding of Cloudbeds' products, integrations, and evolving customer need to be used for our Guest Experience and Marketing platform.
• Contribute and Collaborate: Actively build our knowledge base by contributing to training materials, capturing insights, and staying ahead of system changes and new features.
• Keep Data Front and Center: Maintain accurate records of customer activities in Salesforce, gather actionable feedback, and share insights to fuel continuous product improvement.

What Sets You Up for Success:

• Bring over 3 years of 5-star hospitality experience in key roles (Front Office or Revenue Manager) within a leading hotel brand, or possess at least 3 years of relevant SaaS industry experience in a customer-facing role. • Demonstrate deep expertise in Guest Experience communications.
• Possess a proven ability to translate complex, AI-driven concepts (Revenue Intelligence) into clear, practical business terms for clients.
• Deliver exceptional communication with empathy and a relentless customer-focused approach.
• Communicate product offerings clearly and effectively synthesize customer feedback for internal product and engineering teams.
• Empower clients to become self-sufficient during onboarding and throughout their lifecycle.
• Manage multiple projects or accounts simultaneously, leveraging strong organizational and proactive management skills.
• Share customer insights and opportunities across departments (Sales, Product, Marketing) to drive internal alignment and strategic growth. 
• Familiarity with CRM/Email Marketing platforms is a significant plus.

Bonus Skills to Stand Out:

• English, Portuguese, Spanish, Thai or Tagalog
• Project Management certification