Onboarding Coach

Location: Portugal What Makes Us Unique At Cloudbeds, we're not just building software, we’re transforming hospitality. Our intelligently designed platform powers properties across 150 countries, processing billions in bookings annually. From independent properties to hotel groups, we help hoteliers transform operations and uplevel their commercial strategy through a unified platform that integrates with hundreds of partners. And we do it with a completely remote team. Imagine working alongside global innovators to build AI-powered solutions that solve hoteliers' biggest challenges. Since our founding in 2012, we've become the World's Best Hotel PMS Solutions Provider and landed on Deloitte's Technology Fast 500 again in 2024 but we're just getting started. How You'll Make an Impact: As an Onboarding Coach, we’re looking for someone who truly understands hospitality and can step into our clients’ shoes to demonstrate how our system makes their lives easier. You’ll care for our clients 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 system, tailoring it to fit their needs as a hospitality business. By asking the right questions, you’ll get to know your clients and ensure that, by the end of the onboarding process, they have a complete understanding of and confidence in using the system. Our Customer Onboarding Team: As part of our Customer Onboarding Team, you’ll play a vital role in bringing our motto “more reservations, happier guests” to life. Our team is close-knit and collaborative, living this motto every day by working closely together to provide exceptional support and ensure a seamless onboarding experience for our customers. If you’re ready to make a difference and be part of an exciting journey, we’d love to have you on board! What You Bring to the Team:

Facilitate client onboarding, training, and ongoing support via video, phone, and email.
Resolve customer inquiries and troubleshoot escalated issues across multiple channels.
Partner with Sales to define success, demonstrate ROI, and drive retention.
Build strong client relationships to encourage loyalty and promote product adoption.
Develop a deep understanding of Cloudbeds’ products and customer needs.
Contribute to training materials and stay updated on system changes.
Record activities in Salesforce, gather feedback, and share insights for product improvements.

What Sets You Up for Success:

Communicate product offerings clearly and synthesize feedback for internal teams.
Share customer insights and opportunities across departments to drive alignment.
Manage multiple projects or accounts with strong organizational and proactive skills.
Empower clients to become self-sufficient during onboarding and beyond.
Deliver exceptional communication with empathy and a customer-focused approach.
Bring over 1 year of hospitality experience in roles like Front Desk or Revenue Manager.
Have at least 2 years of relevant industry experience in customer-facing roles.
Fluency in English and Portuguese.
Fluency in Spanish is also preferred.

*NOTE: PLEASE SUBMIT YOUR CV/RESUME IN ENGLISH*

What to Expect - Your Journey with Us

Behind Cloudbeds' revolutionary technology is a team redefining what's possible in hospitality. We're 650+ employees across 40+ countries, bringing together elite engineers, AI architects, world-class designers, and hospitality veterans to solve challenges others haven't dared to tackle. Our diverse team speaks 30+ languages but shares one language: passion for innovation and travel. From pioneering breakthroughs in machine learning to revolutionizing how hotels operate—we're coding it, designing it, writing it and shipping it. Learn more online at cloudbeds.com

Company Awards to Check Out!

Best All-In-One Hotel Management System | HotelTechAwards (2025)
Overall 10 Best Places to Work | HotelTechAwards (2025)
Most Loved Workplace® Certified (2024)
Top 10 People’s Choice (2024)
Deloitte Technology Fast 500 (2024)

Discover our Benefits:

Remote First, Remote Always (remote work mentioned)
PTO in accordance with local labor requirements
Monthly Wellness Fridays - enjoy an extra long weekend every month
Full Paid Parental Leave
Home office stipend based on country of residency
Professional development courses in Cloudbeds University
Access to professional development including manager training, upskilling and knowledge transfer

Everyone is Welcome - A Culture of Inclusion

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates diversity... (full inclusion statement omitted here for brevity) Employment Type: Not explicitly stated but implied full-time from context. Experience Level:

Over 1 year hospitality experience (e.g., Front Desk or Revenue Manager) required
At least 2 years relevant industry experience in customer-facing roles required

Skills Mentioned:

Hospitality knowledge/experience
Client onboarding & training skills
Communication skills with empathy
Organizational & proactive project/account management skills
Language fluency: English & Portuguese required; Spanish preferred
Ability to use Salesforce (record activities)

Salary Information: Not provided Remote Work: Yes — "completely remote team" mentioned under "What Makes Us Unique" and "Remote First, Remote Always" under benefits.