Customer Support Coach - NORAM

We need to output only HTML fragment, no html/body tags, no markdown fences. Use

for section headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Include sections only if posting has real specific content. Remove boilerplate, navigation, EEO, etc. Keep all substantive info. We need to parse the job posting. Content sections: - Intro: "What Makes Cloudbeds Unique" etc. That's about company description. Could be "About the role"? Actually "About the role" is typical heading for description of role. The intro about company could be placed under "About the role" maybe? But we need to follow instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only those with real content. Let's extract: About the role: description of role: "As a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team." Also earlier: "What Makes Cloudbeds Unique" is company description, but could be part of About the role? Might be better to include under "About the role" as overview. However "About the role" is about the role, not company. But we could still include company description there? Might be okay. But we could also create a separate section? Not allowed headings beyond those listed. So we must fit content into those headings. Responsibilities: list of duties: bullet points from "What you bring to the Team:" (list of duties). Also "How You'll Make an Impact:" maybe responsibilities. Let's list responsibilities: - Assist and support our existing customers (hotel properties) daily in the use of our software - Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers - Troubleshoot and make outbound calls for escalated issues - Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption. - Gather customers' feedback and requirements for future releases of the software - Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates Also maybe "creating training materials, updating support resources, staying ahead of system updates" from earlier. We can combine. Requirements: maybe "What Sets You Up for Success:" list: 1+ years hospitality experience, previous experience in customer service plus, native/fluent English and Spanish, Portuguese plus, excellent communication skills, positive attitude, excellent problem-solving skills, emotional intelligence, great learning agility, compatible graduation course or >2 years proven experience, skill with computers and systems, excellent internet/wifi connection. Qualifications: maybe overlapping with requirements. But we can separate: Requirements = experience, language, etc. Qualifications = education or certification? Not much. Could treat "compatible graduation course or more than 2 years of proven experience" as qualification. But we can keep Requirements and Qualifications separate if content distinct. Skills: maybe "Excellent communication skills, problem-solving, emotional intelligence, learning agility, computer skills". Could be under Skills. Benefits: list: Remote First, Remote Always; PTO in accordance with local labor requirements; Monthly Wellness Fridays; 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. Pay: "Depending on your skills and experience, you can expect your annual compensation to be between $55,000 and $77,000 USD (The salary is only for US-based candidates)." Schedule: Not mentioned explicitly. Could be remote, but schedule not given. So we should not create Schedule section if no specific content. Also we have "Our Customer Support Team:" description: maybe could be part of About the role or Responsibilities? It's about team culture. Could be included under About the role as extra context. We must not include boilerplate: EEO, accommodation, staffing agency warnings, etc. Remove those. Also remove duplicated lines. Now craft HTML:

About the role

... company overview and role impact ...

Then

Responsibilities

• ...

Requirements

• ...

Qualifications

... maybe graduation or experience ...

Skills

• ...

Benefits

• ...

Pay

...

We must not include Schedule. Check that we don't include filler like "commensurate with experience". Not present. Now write content precisely. About the role paragraph: combine company intro and role impact. Company intro: "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." Role impact: "As a Customer Support Coach, you will be the voice of and advocate for our customers, providing exceptional support. By resolving questions and troubleshooting issues across multiple channels, you’ll ensure a seamless experience for our hotel partners. Your contributions will strengthen client relationships, promote software adoption, and shape the future of our platform by sharing valuable feedback. You'll also play a key role in creating training materials, updating support resources, and staying ahead of system updates, making a lasting impact on our customers and team." Team description: "Join a dynamic, fully remote team of over 60 global Customer Support professionals united by our goal of delivering exceptional customer experiences across live chat, email, and phone. We pride ourselves on our supportive, diverse, and collaborative culture, where continuous learning, growth, and innovation drive everything we do. Be part of a team that values connection, celebrates success, and always strives to exceed expectations!" We can combine into one or multiple paragraphs. Use

for prose. Now Responsibilities list: from "What you bring to the Team:" plus maybe earlier. List items: - Assist and support our existing customers (hotel properties) daily in the use of our software - Resolve customers' inquiries via phone, email, chat, or any other media that Cloudbeds uses to help customers - Troubleshoot and make outbound calls for escalated issues - Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption. - Gather customers' feedback and requirements for future releases of the software - Use training materials and attend company-wide online training sessions to keep up-to-date with the latest system updates - Create training materials and update support resources (from earlier) - Stay ahead of system updates (maybe duplicate) We can deduplicate. Let's produce list:

Assist and support existing hotel property customers daily in using the software

Resolve customer inquiries via phone, email, chat, or other Cloudbeds channels

Troubleshoot issues and make outbound calls for escalated cases

Foster strong customer relationships with empathy to drive loyalty, retention, and increased software adoption

Gather customer feedback and requirements for future software releases

Use training materials and attend company-wide online training sessions to stay current with system updates

Create training materials and update support resources

Now Requirements list: from "What Sets You Up for Success:" plus maybe language. Items: - 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles - Previous experience in customer service or similar is a plus - Native or fluent in English and Spanish; Portuguese is a plus - Excellent communication skills and a positive attitude - Excellent problem-solving skills and emotional intelligence - Great levels of learning agility - Compatible graduation course or more than 2 years of proven experience in the area - Skill with computers and systems - Excellent internet/wifi connection Now Qualifications: maybe we can treat "Compatible graduation course or more than 2 years of proven experience" as qualification, but it's already in Requirements. Could separate: Requirements = experience, language, etc. Qualifications = education or certification? Not much else. Could put "Compatible graduation course or more than 2 years of proven experience" under Qualifications. But we already have that in Requirements. To avoid duplication, maybe we put education under Qualifications: "Compatible graduation course or more than 2 years of proven experience in the area". And keep other items under Requirements. Thus Requirements list excludes that line. Requirements list: - 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles - Previous experience in customer service or similar is a plus - Native or fluent in English and Spanish; Portuguese is a plus - Excellent communication skills and a positive attitude - Excellent problem-solving skills and emotional intelligence - Great levels of learning agility - Skill with computers and systems - Excellent internet/wifi connection Qualifications:

Compatible graduation course or more than 2 years of proven experience in the area

Skills: maybe list communication, problem-solving, emotional intelligence, learning agility, computer skills. But those are already in Requirements. Could still have Skills section summarizing: Excellent communication, problem-solving, emotional intelligence, learning agility, computer proficiency. But to avoid duplication, maybe we can keep Skills separate with those items. However instruction: Prefer a few substantive sections over many thin ones. Could combine Skills into Requirements. But we already have Requirements with those. Might be okay to have Skills separate but risk duplication. Better to omit Skills section if content overlaps heavily. But we could still include Skills with those same items; duplication may be okay but not ideal. Let's decide to include Skills section summarizing: Excellent communication, problem-solving, emotional intelligence, learning agility, computer skills. It's not duplicate if we remove from Requirements? But we need to preserve all substantive info; we can keep in both but duplication is allowed? Not prohibited but might be considered redundant. Safer to keep Skills separate and remove those from Requirements? But then we lose some details from Requirements like language, experience, etc. Those are not skills. So we can keep Requirements for experience, language, etc. Skills for soft/technical skills. Thus Requirements list as above (excluding communication, problem-solving, emotional intelligence, learning agility, computer skills). Then Skills list those. Let's adjust. Requirements: - 1+ years of hospitality experience in hotels, hostels, BNBs, or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles - Previous experience in customer service or similar is a plus - Native or fluent in English and Spanish; Portuguese is a plus - Excellent internet/wifi connection Skills: - Excellent communication skills and a positive attitude - Excellent problem-solving skills and emotional intelligence - Great levels of learning agility - Skill with computers and systems Qualifications