Customer Support Lead |

hace 1 día


Madrid, España Ares Consultores A tiempo completo

.Cloudbeds provides the platform that powers hospitality, driving streamlined operations, increasing reservations and revenue, and enabling memorable guest experiences for lodging businesses of all sizes and types.
Named the No.
1 PMS and No.
1 Hotel Management System by Hotel Tech Report in 2022, Cloudbeds is trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions seamlessly combined in a single unified system.Behind the Cloudbeds platform is a growing team of 700+ employees distributed across 40+ countries speaking 30+ languages.
Our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.
This means we:Hire the best people around the world; Emphasize the value of results over hours put in; Provide flexibility in working hours and locations; Foster an inclusive environment that celebrates bold thinking and diverse perspectives; Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.As a Customer Support Lead, you will work closely with the Customer Support leadership to help build a team of elite Customer Support Coaches.
You will make our company motto of "more reservations, happier guests" a reality by providing outstanding support to our customers and coaches around the world.
To drive this point forward, you will be responsible for reviewing and aligning your team's productivity to our overall departmental goals.What You Will DoLead and manage frontline customer support teams.Manage escalations from customers, internal teams, and leadership, and play proactively during system outages to coordinate resolution efforts and minimize impact on customer experience.Demonstrate expert knowledge of the Cloudbeds suite of products with the ability to troubleshoot, identify, and escalate possible bugs and issues through the JIRA platform.Conduct 1:1 meetings with team members, as well as be responsible for ongoing career development and continuous learning.Regularly deliver feedback and coaching initiatives to address behavioral and performance issues.Ensure team staffing levels are balanced to meet service goals and volume in day-to-day operations.Provide suggestions and take ownership of projects to improve department processes and efficiency.Be an active participant in providing exceptional customer service with every interaction by assisting the customer support team in quickly resolving customer issues, identifying and participating in quickly and effectively de-escalating situations, and proactively following up on customer feedback.Able to test in-house and write work requests/JIRA tickets.Collect and provide training recommendations and feedback for enhanced working knowledge of support coaches.Conduct an advanced level of training for internal needs


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