Customer Support Lead

hace 4 semanas

Montevideo, Uruguay Third-Party Job Posts 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. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. 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 Do**:

- Lead and manage frontline customer support teams.
- Manage escalations from customers, internal teams, and leadership, and plays 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.
- Promote a positive team/work environment and exhibit strong leadership qualities.
- Follow up on customer's satisfaction feedback, providing constructive feedback to support coaches, and offering strategic suggestions to enhance overall team performance and improve customer satisfaction metrics.

**Required**:

- 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 in English) 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.
- Excellent internet/Wi-Fi connection.
- Spanish and/ or Portuguese is a plus

**Key Competencies**:

- Strong Leadership Skills: Ability to lead and motivate a team of customer support representatives, providing guidance, coaching, and feedback to help excel in their roles
- Customer-Focused Mindset: A passion for delivering exceptional customer service and a commitment to meeting and exceeding customer expectations
- Team Collaboration: Demonstrated experience in collaborating effectively with cross-functional teams in product, sales, account management, and onboarding.
- Technical Proficiency: Ability to quickly learn, navigate, and troubleshoot new technologies and platforms
- Analytical Thinking: Capacity to analyze customer support metrics and data to identify trends and areas for improvement, leading to enhanced efficiency and customer satisfaction.

Note: This is a remote positio

  • Customer Service

    hace 2 semanas

    Montevideo, Uruguay Workplace Options A tiempo completo

    **Workplace Options**: Drawing from an international network of credentialed providers and professionals, Workplace Options is the world’s largest integrated employee support and work-life services provider. Service centers in the U.S., Canada, U.K., Ireland, Portugal, France, Belgium, UAE, Singapore, Japan, China, India and Indonesia support more than 65...

  • Customer Support Team Lead

    hace 3 semanas

    Montevideo, Uruguay Gomifer S.A. A tiempo completo

    En Entain, tenemos la misión de brindar a nuestros clientes de todo el mundo las experiências más entretenidas, respaldadas por la protección del jugador líder en el mercado en apuestas y juegos. A través de nuestra escala global, nos enfocamos en aprovechar nuestras habilidades, talento y capacidades para elevar nuestra tecnología y conocimientos...

  • Customer Support

    hace 3 semanas

    Montevideo, Uruguay Directa24 A tiempo completo

    Eron International is a 360 payment technology platform for Latin America, Asia and other emerging markets. We operate as a payment processor, making it simple and risk-free for our customers and partners. The biggest gaming, gambling and Forex companies trust Eron International to effortlessly manage their payment expansion and drive payment...

  • Customer Support

    hace 2 semanas

    Montevideo, Uruguay Eron International A tiempo completo

    Eron International is a 360 payment technology platform for Latin America, Asia and other emerging markets. We operate as a payment processor, making it simple and risk-free for our customers and partners. The biggest gaming, gambling and Forex companies trust Eron International to effortlessly manage their payment expansion and drive payment conversions.We...

  • Customer Support Team Lead

    hace 2 semanas

    Montevideo, Montevideo, Uruguay Gomifer S.A. A tiempo completo

    En Entain, tenemos la misión de brindar a nuestros clientes de todo el mundo las experiências más entretenidas, respaldadas por la protección del jugador líder en el mercado en apuestas y juegos.A través de nuestra escala global, nos enfocamos en aprovechar nuestras habilidades, talento y capacidades para elevar nuestra tecnología y conocimientos para...

  • Customer Applications Support Analyst

    hace 2 meses

    Montevideo, Uruguay Modelit A tiempo completo

    Description We’re looking for an experienced Customer Applications Support Analyst to join our team! As a Support Analyst, you will be responsible for providing technical assistance, handling complex customer inquiries, and identifying opportunities for process improvements. Responsabilities Developing comprehensive support process documentation to...

  • Radixx Team Lead

    hace 1 semana

    Montevideo, Uruguay Sabre A tiempo completo

    Job Family: Technical Support Sabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with...

  • Customer Success Associate Lead

    hace 3 semanas

    Montevideo, Uruguay dLocal A tiempo completo

    **Why you should join dLocal?** dLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets. Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to make...

  • Customer Support Representative

    hace 2 semanas

    Montevideo, Uruguay UPshow A tiempo completo

    **Responsibilities**: - Execute live event streams for UPshow customers - Answer inbound customer support tickets from conflict to resolution - Troubleshoot customer issues relating to device installation, streaming and connectivity issues, registering for streaming events, all while ensuring customer satisfaction - Collaborate with engineering and product...

  • Customer Service

    hace 2 semanas

    Montevideo, Uruguay Workplace Options A tiempo completo

    **Workplace Options**: Drawing from an international network of credentialed providers and professionals, Workplace Options is the world’s largest integrated employee support and work-life services provider. Service centers in the U.S., Canada, U.K., Ireland, Portugal, France, Belgium, UAE, Singapore, Japan, China, India and Indonesia support more than 65...

  • Junior Customer Support Specialist

    hace 1 semana

    Montevideo, Uruguay Winged Recruitment A tiempo completo

    Are you searching for a role where your communication skills and empathy can make a difference? Winged Recruitment is thrilled to unveil a fantastic opportunity for aspiring Junior Customer Support Specialists to embark on a fulfilling career journey. Leveraging our innovative approach to talent acquisition and cutting-edge AI technology, we provide a unique...

  • Technical Customer Support Specialist

    hace 5 días

    Montevideo, Uruguay Jules A tiempo completo

    Hi there! We are Jules and our client is looking for a **Technical Customer Support Specialist!** **Note to Applicants**: - **Application Language**:Please submit your CV in English. Applications submitted in other languages will not be considered. **About the Position** We are seeking a passionate and technical customer support specialist to join our...

  • Customer Success Lead

    hace 3 semanas

    Montevideo, Uruguay Altisource A tiempo completo

    Company Description At Altisource (NASDAQ: ASPS) we build world-class technologies and services for the mortgage and real estate industry, and are well poised to help revolutionize how homes are bought, sold and managed. In the US, we partner with **7 out of the top 10** mortgage servicers, operate **one of the top three** real estate auction websites, and...

  • Customer Support Analyst

    hace 2 semanas

    Montevideo, Uruguay Trafigura A tiempo completo

    **Main Purpose**: Founded in 1993, Trafigura is one of the largest physical commodities trading groups in the world. Trafigura sources, stores, transports and delivers a range of raw materials (including oil and refined products and metals and minerals) to clients around the world. The trading business is supported by industrial and financial assets,...

  • Customer Support Representative Travel Tech Startup

    hace 4 semanas

    Montevideo, Uruguay Prometeo Talent A tiempo completo

    **Join a Disruptive Startup** RoverPass, a startup in the RV park and campground industry, is revolutionizing the way campgrounds and RV parks drive business. With a property management system and marketing services, they help campgrounds and RV parks attract more customers. As a small and hungry team, they're looking for hands-on individuals to join...

  • Radixx Team Lead

    hace 2 semanas

    Montevideo, Montevideo, Uruguay Sabre A tiempo completo

    Job Family:Technical SupportSabre Corporation is a leading technology provider to the global travel and tourism industry. Headquartered in Southlake, Texas, USA, Sabre operates offices in approximately 60 countries around the world. At Sabre, we make travel happen. Positioned at the center of the business of travel, our platform connects people with...

  • Desktop Support Lead

    hace 3 semanas

    Montevideo, Uruguay Sportradar A tiempo completo

    **Company Description** We’re the world’s leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business. We are currently seeking a Supervisor to lead...

  • Lead Technical Product Support Specialist

    hace 2 meses

    Montevideo, Uruguay Sabre A tiempo completo

    Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a...

  • Lead Technical Product Support Specialist

    hace 4 semanas

    Montevideo, Uruguay Sabre A tiempo completo

    Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a...

  • Desktop Support Lead

    hace 2 semanas

    Montevideo, Montevideo, Uruguay Sportradar A tiempo completo

    Company DescriptionWe're the world's leading sports technology company, at the intersection between sports, media, and betting. More than 1,700 sports federations, media outlets, betting operators, and consumer platforms across 120 countries rely on our know-how and technology to boost their business.We are currently seeking a Supervisor to lead our local...