Advanced Support Payments

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
• Fluency in Spanish or Portuguese

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