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Customer Support Coach Cloudbeds. What You Will Do:. Assist and support our existing customers (hotel properties) daily in the use of our software in English or Thai. Resolve customers' complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers. Troubleshoot and make outbound calls for escalated issues when necessary. Cultivate and maintain an excellent relationship with customers to build client loyalty/retention and promote increased usage and adoption of the software. Gather customers' feedback and requirements for future releases of the software. Use training materials to keep up-to-date with the latest system's updates. Help create new tutorials as needed by contributing content to the database of support articles. Attend company-wide online training sessions. Key Competencies include:. Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients. Able to lead to multiple personality types. Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you. . Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success. The ability to multitask and cope with change, in a fast-paced working environment. You’ll Succeed With: . 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles. Previous experience in customer service or similar is a plus. Native or Fluent in English. Native or fluent Thai. Excellent communication skills and a positive attitude. Excellent problem-solving skills and emotional management. Great levels of learning agility. Compatible graduation course or more than 2 years of proven experience in the area. Skill with computers and systems. Excellent internet/wifi connection. Note: This is a remote position that can be done anywhere. *ATTENTION: PLEASE SEND YOUR CV IN ENGLISH!*