Advanced Support Payments

About the role

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.

Company Awards: 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).

Responsibilities

• Serve as the advanced point of contact for CB Pay issues, including chargebacks, payouts, disputes, and reconciliation, where the financial and reputational stakes are real.
• Proactively support hoteliers through payments onboarding and enablement, not just reactive troubleshooting.
• Investigate and resolve complex payment issues, working through incomplete or unclear information to get to the right answer.
• Act as a product advocate, feeding what you learn from real payment issues back to Product and Engineering.
• Educate customers on payments best practices to reduce future disputes and chargebacks.
• Track and report on case outcomes and payments-related trends.

Requirements

• Hospitality operations experience, ideally with a track record of growth in the role.
• A few years of experience in payments or fintech.
• Comfortable working with numbers and reporting.
• Strong problem-solving skills, able to dig deep into complex, technical payment issues.
• Excellent written and verbal communication skills.

Skills

• Knowledge of PCI compliance and chargeback rules (bonus).
• Fluency in Spanish or Portuguese (bonus).

Benefits

• Remote First, Remote Always.
• PTO in accordance with local labor requirements.
• Monthly Wellness Fridays – enjoy an extra-long weekend every month.
• Fully 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.