Customer Support Team Lead

hace 4 días


San José, San José, Costa Rica Third-Party Job Posts A tiempo completo

Company Overview

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Cloudbeds is a leading provider of cloud-based hospitality management solutions, trusted by properties across the globe for its award-winning front desk, revenue, distribution, guest acquisition and guest engagement solutions.

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About the Role

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We are seeking an experienced Customer Support Team Lead to join our team. In this role, you will be responsible for leading and managing frontline customer support teams, ensuring that our customers receive exceptional service and support.

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Key Responsibilities

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  • Lead and manage frontline customer support teams to deliver exceptional service and support to our customers.">
  • Manage escalations from customers, internal teams, and leadership, and proactively coordinate resolution efforts during system outages to 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.">
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Requirements

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To be successful in this role, you will need:

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  • A minimum of two years' experience in a customer support supervisor role or similar.">
  • Familiarity with customer support operations in a fast-paced SaaS environment.">
  • Excellent communication skills (written and oral) and interpersonal skills.">
  • Must possess excellent customer service skills and problem-solving skills.">
  • Strong coaching and people development skills.">
  • Experience with Zendesk or similar ticketing platforms.">
  • Experience in hospitality/tourism is preferred.">
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Benefits

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We offer a range of benefits to our employees, including:

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  • Flexible working hours and remote work options.">
  • A comprehensive training program to help you develop your skills and advance your career.">
  • A competitive salary and bonus scheme.">
  • A range of health and wellbeing benefits.">
  • An opportunity to work with a dynamic and growing company that is shaping the future of hospitality.">
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What We Offer

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At Cloudbeds, we believe in investing in our employees and providing them with the tools and resources they need to succeed. We offer a range of benefits and opportunities for growth and development.


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