Manager, Customer Support - LATAM

Cloudbeds is seeking a senior-level Manager, Customer Support - LATAM to join our fully remote team and lead our customer service operations across Latin America. In this role, you will coach and develop Customer Support Leads, drive key support metrics, and act as the primary escalation point for complex issues impacting hoteliers who depend on our platform.

Key Responsibilities

• Lead, coach, and develop a remote team of Customer Support Leads through regular 1:1s, clear goal-setting, and hiring.
• Drive key support metrics including CSAT, NPS, SLA adherence, and First Contact Resolution.
• Handle complex escalations directly, using your hotel background to resolve issues with urgency—including calling customers directly when needed.
• Leverage AI tools and ticket trend data to improve team efficiency and fix structural problems.
• Partner cross-functionally with Product, Engineering, and CS leadership to share customer patterns and improve service quality.

What You Bring to the Role

Candidates must have significant direct experience in hotel or resort operations (such as front office, property management, revenue management, F&B, or events) combined with at least 2+ years of experience leading or supervising a customer-facing team. You will also need strong technical aptitude, learning agility, and the ability to guide a team through a fast-paced, high-change remote environment. Specific educational requirements are not specified for this position.

Cloudbeds provides a market competitive compensation package for this role. Please visit the official application portal to submit your details.